Checklists

Checklist actions allow you to add checklists to requests automatically. You can execute this action via triggers, workflows, workflow transitions, and timers.

Role Required: SDAdmin, HelpDeskConfig

Create Checklist Actions

Go to Setup > Automation > Custom Actions > Checklists.
You can create checklist actions in one of the following ways:
- Manually
- By using AI
- By associating existing checklists

Create Checklists Manually

Click New Checklist.
Provide a name and description for the checklist action.
To add items:
- Click New Item to add an item.
- Click Add Existing Items to reuse existing items.
- Click Add from CSV to import items.
To generate checklist items by using AI, click Checklist Generator at the top-right of the page.
- This option is available only if Checklist Generator is enabled under Setup > Zia > Artificial Intelligence > GenAI Features.
Drag to reorder the checklist items.
Click to set the field type.
Hover over an item, click to add an item and to remove the item.
Click Save.

Associate Checklists

You can associate existing checklists as checklists actions.

Checklists and checklist items created under Custom Actions will not be shown under Setup > Customization > Checklists & Items > Checklists.

To associate checklists:

Click the New Checklist drop-down and select Associate Checklists.
Select the required checklists and click Add.

Generate Checklists by using AI

Prerequisite: Enable Checklist Generator under Setup > Zia > Artificial Intelligence > GenAI Features.

Click the New Checklist drop-down and select Checklist Generator.
Enter the prompt and click Generate.
Review the generated checklist items.
Click Items Count to view more or fewer items.
Click Change Format to modify the checklist style. Select the required option: To-do List, Task Style, Questionnaire.
Click Add Items.

List View Operations

Click the Toggle button on the Status column to enable or disable the checklist action.
Click beside a checklist action to enable, disable, edit, or delete it.
Click Actions to enable, disable, or delete checklist actions in bulk.
Click to preview the checklist details. Click Related Workflows to view the checklist's execution details in associated automations.
Click to search checklist actions based on criteria.
Click to choose the number of records displayed per the page and set the sort order.