3.7. Build and Track Checklists on Tickets

Repeatable service work should not depend on a technician remembering every step. A workstation onboarding, an employee offboarding run, or a monthly maintenance visit can each fail because one small action lived only in someone's head.

Ticket checklists keep those steps on the service record. Technicians can add items, check them off as work progresses, and leave visible progress for the dispatcher, service manager, or next technician watching the queue.

Build a checklist for the work

Open the ticket that owns the procedure and find the Checklist card. Enter a step in Add a checklist item, then select Add. Each item has a completion checkbox and controls for Click to rename, Move up, Move down, and Mark as optional. Optional items can be changed back with Mark as required, and Delete item removes an item.

Figure 1: The Checklist card tracks completion on the ticket itself, including who completed each item and when.

To reuse a standard procedure, select Apply template on the ticket. Manage templates at Settings > Ticketing > Checklist Templates, where you can define checklist items and auto-apply rules for matching ticket details.

Keep each item specific enough that another technician can tell whether it is complete without interpreting a paragraph.

For a GreenLeaf Dental Group workstation onboarding, useful items might include:

• Confirm the assigned user and device details.
• Apply the approved security configuration.
• Verify access to required applications.
• Record the asset relationship and completion notes.

The checklist belongs with the ticket's client, assignment, comments, time, and status. See 3.3. Update Ticket Status, Priority, Comments, and Agent Team Assignments for the surrounding ticket record, or 3.1. Create a Service Ticket with Board, Priority, Category, and SLA Assignment when the work does not yet have a ticket.

Track progress during delivery

Check off an item when that step is actually complete. The checklist's progress gives the queue owner a quick view of how far a repeatable procedure has advanced, while the ticket status continues to describe the state of the service request as a whole.

Those two signals answer different questions:

A ticket can be In Progress with most checklist items complete, or waiting on the client with one approval step outstanding. Do not close the ticket based only on a percentage — review the unchecked items, record any intentionally skipped step, and follow the MSP's normal resolution process.

Work checklists from the mobile app

Technicians can add checklist items, check them off, and track progress from the AlgaPSA mobile app. This keeps a field procedure on the same ticket when a technician is working from a phone at a client site instead of returning to a laptop later to reconstruct what was completed.

Before leaving the site, review the remaining items and update the ticket with any blocker or follow-up that another technician needs to own.

Create checklist items through the API

AlgaPSA API v1 includes ticket checklist endpoints, so an integration or automation can create and manage checklist work on a ticket. This is useful when the checklist depends on the request type — for example, an onboarding workflow can create the ticket and then add the approved onboarding steps without asking dispatch to copy them manually.

Use the ticket identifier returned by the ticket-creation step, then call the checklist endpoints under an identity with permission to update that ticket. Keep automation-owned checklist wording stable so technicians see the same procedure each time.

The v1 endpoints are:

• GET /api/v1/tickets/{id}/checklist
• POST /api/v1/tickets/{id}/checklist
• PATCH /api/v1/tickets/{id}/checklist/{itemId}

No v1 DELETE route for an individual checklist item was found.

For event-driven automation, choose the business event that should add the procedure and guard against adding the same checklist twice. See 15.2. Choose Workflow Triggers from the Event Catalog.

Ticket checklists or project task checklists?

Ticket and project task checklists serve similar purposes but belong to different kinds of work:

Figure 2: Templates are managed in Ticketing settings. Applying one copies its items onto the ticket, so editing the template later never changes checklists already in flight.

Do not create a ticket checklist merely to duplicate a project task's steps. Keep the checklist with the record that owns delivery and reporting. Project task checklists are covered in 6.3. Add Project Tasks with Checklists, Dependencies, and Assignments on the Kanban Board.