Tickets Without Scheduled Work

Setup

Create the workflow

Name it “Tickets Without Scheduled Work”. Set it as a Scheduled workflow with daily intervals.Run it on weekdays inside business hours. The schedule’s daily execution windows (or the older Weekdays only setting) stop it from raising alerts at night or over the weekend, when nobody can book the work.

Configure status filters

Add filters for ticket statuses where scheduled work should exist:

Include statuses like “In Progress”, “Assigned”, “Scheduled”
Exclude statuses like “Waiting on Customer”, “On Hold”, “Resolved”

Include only statuses where technicians should have active work planned to avoid false alerts.

Add service call filter

Add the filter “[Extra] Count of Service Calls Scheduled for Anytime in the Future”:

Set the condition to equals 0
This identifies tickets with no scheduled service calls

This filter counts every future service call, whatever its state. A call that a technician marked complete, or one your team cancelled, still counts. So a ticket whose only booked work was cancelled looks scheduled, and the workflow skips it.For Autotask, use “[Extra] Count of Open Service Calls Scheduled for Anytime in the Future (excludes complete and canceled)” instead when you want only work that is genuinely still going to happen. It applies the same future-date test, then drops calls marked complete and calls whose status names a cancellation.Neo spots a cancelled call two ways: Autotask’s own cancellation record on the service call, and the status. Cancellation statuses are not built into Autotask - each MSP creates its own - so for the status Neo reads the label and treats any label containing “cancel” as cancelled. If your cancellation status is named something else, such as “Aborted”, rename it or include “Canceled” in the label so Neo recognises it.

Add todo filter

Add the filter “[Extra] Count of ToDos Scheduled for Anytime in the Future”:

Set the condition to equals 0
This identifies tickets with no scheduled todos

Both filters find tickets with no scheduled future work.

Create internal alert message

Add a “Build message” action:

Set message type to Internal
Create an alert for the team about missing scheduled work
Include ticket details and suggested actions

Example internal message:

SCHEDULING ATTENTION REQUIRED

Ticket #[Ticket Number] - [Subject]
Customer: [Customer Name]
Status: [Status]
Assigned to: [Assigned Resource]

This ticket has no scheduled service calls or todos. Please review and schedule appropriate follow-up work:

• Schedule a service call if on-site work is needed
• Create todos for remote tasks or follow-up actions
• Update ticket status if work is complete

Ticket Link: [Ticket URL]

Configure team notifications

Add notification actions based on your team structure:Option 1: Notify assigned resource

Use “Notify ticket owner” to alert the assigned technician directly

Option 2: Notify internal team

Use “Notify internal team” to alert supervisors or dispatch teams
Include relevant team members who handle scheduling

Option 3: Both notifications

Notify the assigned resource for immediate action
Notify the internal team for oversight and support

​Setup

Setup