Checklist

Checklist allows you to configure and add little chunks of tasks or to do things in request templates for technicians to follow before closing/completing a request. 

To add a new checklist,

• Go to Admin > Customization (Helpdesk Customizer in old UI) > Checklist. 
• Click New Checklist . 

• In the new page, enter a name and description for the checklist. 

• On the left pane, you will have the available checklist items. The checklist Items can be fields of the following type:

  Radio button - For multiple option checklist
  Single-Line Text - For General instructions
  Numeric - For collecting numerical data (For example, Number of Chairs placed) 
  Decision Box - Can be used as a checkbox 
• From there you can drag and drop the required ones to the right side canvas. 

• You can also create a new checklist item by dragging the checklist items under New Checklist Items. 

• You can also edit/delete the checklist items and sort the order in which they are displayed on the checklist.
  
   

Associate Checklist with Templates

You can associate checklists you create with incident/service request templates so that these checklists will be an integral part of the templates and the requests created by using those templates. 

To associate checklists with templates,

• Go to Incident Template/ Service Catalog. 
• Click the Workflow tab. Under the Checklist section, click Associate. 
• The available checklists will be displayed. Select the one you want and click save. 

Checklist list view/Checklist Item

From these pages, you can edit/delete checklists you have added. 

You can create a new checklist item to be added to a checklist. You can also delete a checklist item from here. 

You can also view the templates associated with the checklist. 
 

Checklist History

You can keep track of all the changes made to the checklist by visiting the History tab of a checklist. 


Checklist in Request Closing Rules

You can mandate the verification of checklists in request templates by accessing Request Closing Rules and selecting the Associated checklist should be verified option under mandatory fields for closing requests. 

15200 Enhancements

The following enhancements have been added to Checklists from version 15200:

Checklists in Custom Actions and Trigger Actions

You can now dynamically generate checklists in Custom Actions, Trigger Actions, and Workflows based on predefined conditions, user actions, and workflow transitions.

To do that, go to Admin > Custom Triggers > New Trigger > Custom Action > User Defined Action > Add Checklist.

This feature is especially useful for scenarios such as new hire onboarding, where different departments require different sets of tasks. For example, when a new hire request is created, a checklist specific to the Sales or Development team can be automatically attached based on the selected department. This ensures that all mandatory steps are followed without manual intervention. 

Auto Close Request when Associated Checklists are Closed

A new closure rule for requests is introduced to close the request when all the associated checklists are verified.  To configure that, go to Admin > Automation > Closure Rules > Request Closing Process and select the When all the associated checklists are verified option.

Constraints support for checklist fields (Single Line/Numeric)

You can now set a character restriction by setting minimum and maximum character length for single line fields in checklist.

Similarly, you can set a minimum and maximum range for numerical fields in the checklist.

Checklist Report Generation

Create detailed reports of all checklists associated with requests, along with their respective completion statuses.

Expand All Associated Checklists by Default

All checklists linked to a request are now automatically expanded when the Checklist tab is opened, eliminating the need to expand each checklist manually.

URL Support Added to Checklist Help Text

The checklist help text field now includes a URL embed option within the existing HTML editor, allowing you to add clickable links that will be shown through the help icon.

Use the link icon in the help text box to add URLs.

Tooltip for Long Text Values

A tooltip is now displayed for long text values in single-line additional fields under checklists, making it easier to view the full content.

Checklist Icon in Request List View

A new checklist icon is introduced in the request list view to indicate the presence of associated checklists. This provides better visibility and quicker identification of requests with checklists.

Checklist Variables in Notification Emails

Checklist values can now be included in notification emails. This allows technicians and managers to easily view verified and non-verified checklist details directly within the email content.

Import Checklist Items via XLS/CSV

You can now import checklist items using XLS or CSV files. This is applicable for templates containing more than 100 checklist items.