Checklists

Checklists track the steps for a ticket or a standalone task. Create a reusable template for work you repeat, then tailor each checklist to the job.

Create a template

1. Open Checklists and choose Create Template.
2. Enter a title and optional description, category, or company.
3. Add the step text and any notes needed to carry it out. You can also paste a list of steps.
4. Drag the handles to put steps in order.
5. Select Create Template.

Templates are managed from the Templates tab. You can preview, edit, copy, or delete a template using its available controls. Editing a template changes future checklists; existing checklists keep their own steps.

Add a checklist to a ticket

1. Open the ticket and find its Checklists card.
2. Choose Add Checklist.
3. Select a template or create a checklist with your own steps.
4. Check off each step as you complete it. Use the note control to record results or exceptions.

The progress indicator shows completed steps out of the total. Complete checklist marks all its steps complete, so use it only after the work is done.

Adjust a ticket checklist

These changes apply to the checklist on that ticket:

• Add a step with the Add an item field.
• Select a step's text to rename it.
• Drag its handle to change the order.
• Use its delete control to remove an unnecessary step.

Standalone checklists

Use the My Checklists tab for work that does not belong on a ticket. Create a checklist from a template, then adjust its steps for the task.

AI runbooks

On tickets with the required permissions, Suggest runbook drafts steps using related knowledge, resolved tickets, and templates. Review the steps before acting. See AI Runbook Assistant.

Create checklists through a connected assistant

With read-and-write access to Core, a connected assistant can create a custom checklist or copy an existing active template. Ask it to attach the checklist to a ticket, or leave it standalone. Your ticket permissions and company access still apply.

For custom checklists, provide a title and up to 50 steps, with optional notes. For templates, the assistant can list available templates and read their steps before creating the checklist. If the template changes in the meantime, it must read the latest version and retry.

Creation saves the checklist, its ordered steps, and any ticket activity together. Editing a template later does not change the checklist that was created from it.

See also

• Managing Tickets
• Form Builder