Checklists

Overview

Core's Checklists help you standardize procedures and ensure consistent service delivery. Create reusable templates and attach them to tickets to track completion of required steps.

Checklist Templates

Creating a Template

1. Navigate to Settings > Checklists
2. Click New Checklist Template
3. Enter template name and description
4. Add checklist items
5. Configure item properties
6. Save the template

Template Properties

Adding Items

For each checklist item, configure:

• Title: What needs to be done
• Description: Additional details or instructions
• Required: Must be completed before ticket closure
• Order: Display sequence

Item Sections

Group related items into sections:

1. Click Add Section
2. Name the section (e.g., "Pre-Installation", "Configuration")
3. Drag items into sections
4. Sections can be collapsed/expanded

Using Checklists

Attaching to Tickets

Add a checklist to a ticket:

1. Open the ticket
2. Click Add Checklist
3. Select the template
4. The checklist items appear on the ticket

Completing Items

As you work through the checklist:

1. Click the checkbox next to completed items
2. Optionally add notes to individual items
3. Progress shows as items are completed

Required Items

If items are marked required:

• The ticket cannot be closed until all required items are checked
• A warning appears when attempting to close with incomplete items
• Required items are visually indicated

Adding Notes

Document details for specific items:

1. Hover over the checklist item
2. Click the Notes icon
3. Enter relevant information
4. Notes are saved and visible to all technicians

Automatic Checklists

Trigger Rules

Automatically attach checklists based on criteria:

1. Go to Settings > Checklists > Auto-Assign Rules
2. Click New Rule
3. Configure conditions:
   • Ticket category
   • Ticket type
   • Company
   • Priority
4. Select the checklist template
5. Enable the rule

Example Rules

Managing Checklist Completion

Viewing Progress

On each ticket, see:

• Total items vs completed items
• Progress percentage
• Visual progress bar
• Outstanding required items

Completion History

Track when items were completed:

• Timestamp of completion
• User who completed the item
• Any notes added

Bulk Operations

Update multiple items at once:

• Select multiple items
• Click Mark Complete or Mark Incomplete
• Useful for sections that are done together

Template Management

Editing Templates

Update existing templates:

1. Go to Settings > Checklists
2. Click on the template
3. Make changes
4. Save

Note: Changes affect new uses of the template. Existing ticket checklists are not modified.

Versioning

When you need both old and new versions:

1. Copy the template
2. Rename the copy (e.g., "Server Setup v2")
3. Edit the new version
4. Update auto-assign rules if needed

Archiving Templates

Remove unused templates:

1. Edit the template
2. Click Archive
3. Archived templates don't appear in selection lists
4. Templates can be unarchived if needed

Common Checklist Examples

New Client Onboarding

• Gather company information
• Create company record in Core
• Set up primary contact
• Configure billing information
• Schedule kickoff meeting
• Document network topology
• Set up monitoring
• Configure alerting

Server Deployment

• Verify hardware specifications
• Install operating system
• Apply security patches
• Configure networking
• Install required software
• Configure monitoring agent
• Document configuration
• Perform backup test

Monthly Maintenance

• Review system alerts
• Check backup status
• Apply pending updates
• Review disk usage
• Verify antivirus status
• Document any issues found

Best Practices

• Be specific: Clear item descriptions reduce ambiguity
• Use sections: Group related steps logically
• Mark critical items required: Prevent closure without completion
• Keep templates current: Review and update quarterly
• Train your team: Ensure everyone knows how to use checklists
• Add notes: Document exceptions and details

See also

• Form Builder
• Managing Tickets
• Automations