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Overview

Automatically reassign tickets that have past scheduled entries that were never completed. This ensures work doesn’t fall through the cracks when technicians miss their scheduled appointments.
This is a Scheduled workflow that runs daily (e.g., at 7 AM) to catch incomplete work from the previous day and reassign tickets to available technicians.

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How it works

  • Runs daily at 7 AM (or your preferred time)
  • Finds tickets with past scheduled entries that were not completed
  • Excludes tickets that already have upcoming scheduled work
  • Sends them to a Dispatch workflow for reassignment

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Setup

1

Create the scheduled workflow

Name it “Reassign Incomplete Scheduled Work” and set the type to Scheduled. Configure it to run daily at 7:00 AM (or your preferred morning time).
2

Configure filters

Add the following filters to find tickets with incomplete scheduled work:
Filter configuration for incomplete scheduled work
Filter criteria:
  • Board.Name = Your target board (e.g., Professional Services)
  • Closed Flag = False (only open tickets)
  • Status.Name = Your in-progress status (e.g., “In Progress (plan of action)”)
  • [Extra] Has upcoming Scheduled Entry = False (no future work scheduled)
  • [Extra] Count of past Scheduled Entries not completed > 0 (has missed scheduled work)
3

Add Trigger Another Workflow action

Add a Trigger Another Workflow action and select your Dispatch workflow as the target.
Trigger Another Workflow action configuration
Enable Bypass filter ticket conditions if your Dispatch workflow has its own filters that might exclude these tickets. Since you’ve already filtered in this workflow, bypassing prevents double-filtering.

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Use cases

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Missed appointments

When a technician doesn’t complete their scheduled on-site visit, the ticket gets reassigned to someone who can follow up.

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Workload balancing

If a technician was overloaded and couldn’t complete all scheduled work, the system redistributes tickets to available team members.

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Coverage for absences

When a technician is unexpectedly absent, their incomplete scheduled work gets reassigned automatically the next morning.

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Best practices

  • Run early in the morning — 7 AM gives dispatchers time to review reassignments before the workday starts
  • Use specific board filters — Target only boards where scheduled work matters (e.g., Professional Services, Projects)
  • Combine with calendar management — Pair this with the Manage Calendar workflow for comprehensive scheduling oversight
  • Monitor Event History — Review which tickets get reassigned to identify patterns (recurring issues with specific technicians or ticket types)
If you want less aggressive reassignment, add a filter for [Extra] Count of past Scheduled Entries not completed > 1 to only catch tickets with multiple missed entries.