Run a procedure as a checklist on a ticket
Attach a documented procedure to a ticket as a checklist, tick off steps as the work gets done, and know exactly what removing it does.
What you will have
- Attach an existing procedure to a ticket so its steps show up as a checklist.
- Tick off steps as the work happens, and see who ticked each one and when.
- Know that the ticks survive a reload, even though the ticket's own History never mentions them.
- Remove the checklist from a ticket, and know there is no confirmation step first.
- Know the other way a checklist can attach itself, with nobody clicking anything.
Why it works this way
A procedure is just a linked item on the ticket, the same as a document or a device - the Related Items door is what turns it into a checklist. There is no separate "Attach procedure" button anywhere on the ticket.
Removing the link takes the checklist off the ticket immediately, with no confirmation step first - unlike most other deletes in the product.
The ticket's own History card never mentions a checklist being attached or a step being ticked. The checklist card's own "Attached by" and "Done by" lines are the only record of either.
Steps
Start from a published procedure with a few steps, documented under the client's Documentation > Procedures tab.
This is not a separate "ticket checklist" template - it is the same Procedures list already used for onboarding or any other documented process. Any published procedure can become a ticket's checklist.
Start from a published procedure with a few steps, documented under the client's Documentation > Procedures tab. Open the ticket and look at its Related Items card before anything is linked.
A new ticket carries no checklist and nothing in Related Items at all - just the + Link Item door.
Open the ticket and look at its Related Items card before anything is linked. Click + Link Item and search for the procedure by name.
The same search also covers documents, people, and devices, so a few words from the procedure's title is usually enough to find it.
Click + Link Item and search for the procedure by name. Click the procedure in the results.
It appears in Related Items as a linked Procedure, and a Procedure checklist card opens underneath it listing every step, all unchecked. "Attached by" names whoever linked it.
Note: This is the only door: there is no separate "Attach procedure" button anywhere on the ticket.Click the procedure in the results. Tick two of the steps.
Each ticked step gets a strikethrough and a line naming who checked it and when, and the "X of 5 done" count at the top of the card updates right away.
Tick two of the steps. Reload the ticket.
The ticked steps and their "Done by" lines come back exactly as left - the state lives on the ticket, not just in that browser tab. The ticket's own History card, though, never mentions the checklist being attached or a step being ticked; the checklist card is the only record of either.
Click the small x next to the linked procedure to remove it.
This takes the whole checklist off the ticket right away. Re-linking the same procedure brings back a fresh, all-unticked copy - it does not restore the ticks that were on it before.
Warning: There is no confirmation dialog: clicking the x removes the checklist immediately.Click the small x next to the linked procedure to remove it. Know the other way a checklist can show up, with nobody attaching anything by hand.
When Intake AI's "AI Procedure Checklists" setting is on - which also needs "AI Doc Suggestions" on - a matching procedure can attach itself to a brand new ticket automatically. That switch, and why it sometimes does not fire, is documented under Settings > Service Desk > Intake AI.
Other ways to do this
Open the source procedure
Click "Open the runbook" on the checklist card to jump straight back to the procedure's own record under the client's Documentation > Procedures tab.
If it did not work
- If nothing turns up after + Link Item, the client has no procedure yet - create one first under the client's Documentation > Procedures tab.
- If linking the same procedure a second time fails, it is already linked - check Related Items before trying again.
Questions this page answers
How do I put a procedure checklist on a ticket?
Open the ticket and go to Related Items. Click Link Item and choose the procedure. Its steps appear as a checklist right on the ticket. Tick a step and it reads Done by your name, and the date. Intake AI can attach one on its own for a new ticket, if AI Procedure Checklists and AI Doc Suggestions are both on. To take the checklist off, do not use the checklist card. Unlink the procedure in Related Items instead. That removes the checklist with it.
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