Description:
We would like the ability to automatically attach a specific Agent Checklist template to tickets. Today, checklists can be linked to service catalog items (directly or based on requester conditions), and tickets raised for those items receive the checklist. However, a checklist can’t be associated with tickets or Journeys.
Requested enhancement:
Allow checklist templates to be linked in a Journey or to a ticket using a workflow. Let admins define rules such as: “When a ticket is created, attach Checklist Template”
This would help standardize fulfillment steps for process-driven tickets created via Journeys, similar to how service catalog items use checklists today.
Value:
Ensures consistent handling of tickets generated from Journeys or otherwise.
Removes the need for individual linked tasks that would generate multiple notifications for agents.
Improves governance and compliance by enforcing standardized checklists.
