We use Webhelpdesk for both external customer facing tracking and internal issue tracking.
Our existing process has a customer return an asset for testing via an incident ticket. If the asset fails testing it is replaced and the customer facing ticket resolved.
We have tasks and processes in place to generate a 2nd incident ticket for our testing team to analyse the unit and see if it can be repaired.
This way we can resolve the customer facing ticket while tracking the asset's progress through to repair / scrap.
- Right now it's impossible to link an incident to another incident so ticking the "Link to Parent" actually creates an error when the task is run: In the ticket history it reports
| This ticket was created by task Assign Unit to CTO for Repair, but linking to parent ticket 1384 failed because: A ticket cannot be linked to a parent ticket which is an incident. |
- I also can't see a way to propagate the parent ticket number into the child number as a workaround so the CTO can at least view the source ticket for information if needed.
I notice in all the documentation regarding the parent / child relationship it's careful to give an example of a "Service Request" type but not an Incident.
I could of course convert these "Incidents" to "Service Requests" beforehand or convert the parent to a Problem Record but that would be a manual task and would throw out our management information regarding SLA's of each ticket type
