Checklist

The checklist feature allows agents to keep track of the tasks to be completed. It is activated by default and shows up in another tab in the right sidebar in the ticket detail view (see here how it looks like from agent’s perspective). To manage the checklist feature in Zammad’s admin settings under Manage > Checklists, you need the admin.checklist permission.

Screenshot showing checklist feature in admin area.

Usage

To activate/deactivate the feature, simply switch the toggle labeled with Enable Checklists at the top of the page.

Optionally, you can create one or more templates with predefined checklist items. To do so, click on the New Checklist Template button and define the checklist name and items. After submitting the form, the template can be used in tickets.

To clone or delete a template, use the ︙ button and select the corresponding action. To edit the template, simply click on the name of the template. This opens a dialog where you can edit the checklist and the items (add, rename, reorder, delete them) and set the entire template to active/inactive.

Screenshot showing the checklist template edit dialog.

Add Checklists Automatically

Templates can also be added without any agent interaction. Triggers, macros and scheduler jobs offer the action Add checklist template in the Checklists group of their action selector. Select the template you want to add in the Checklist Template field. Scheduler jobs only offer the action if their object is set to Ticket.

If the ticket already has a checklist, Zammad appends the template items to it instead of creating a second checklist. The existing checklist keeps its name and its items. A checklist holds a maximum of 100 items; if the template does not fit into this limit, the action is skipped and nothing is added.

Triggers and scheduler jobs additionally offer the condition attribute Has checklist to select tickets which have a checklist with at least one item. An empty checklist counts as a ticket without checklist.

Note

Zammad skips the action if the checklist feature is disabled, if the selected template was deleted or set to inactive, and if the same rule deletes the ticket.

Remarks

  • It is only possible to add one checklist per ticket.

  • There is no specific agent permission for the checklist feature. You can turn it on or off and optionally provide checklist templates.

  • If the agent has access to the ticket, they will also have access to its checklist.

  • If an agent only has reading permissions for this ticket, the checklist will be displayed in read-only mode.

  • Customers have no access to the checklists at all and can’t see them.

  • An agent can always overwrite and adjust the checklist, even a deletion is possible. This also applies to checklists which got added from a template.

  • Checklist items and their checkbox state are not available as ticket attributes. Triggers and scheduler jobs can check whether a ticket has a checklist and add a checklist template (see Add Checklists Automatically above).