FEATURE REQUEST - Work Orders Case: 710322 (auto-create new ticket based off existing ticket)

FormerMember

I know this has been brought up a few times in a few different ways but I think it's worth repeating or presenting in another way...

Business case/use scenario:

• Client submits a ticket for a new account
• There are 3 different tech groups that need to touch the ticket
  1. The Service Desk which owns the main account creation process
  2. The Desktop team which is responsible for deploying a new computer
  3. The Telecom team which is responsible for setting up the new phone

One of two possibilities currently used:

1. The ticket starts with the Service Desk, they do their job and reassign to Telecom, who in turn reassigns the ticket to Desktop.
   1. This wastes time as teams could be working on their individual pieces concurrently
2. Three tickets are manually created; one for each team’s purview
   1. Again, this is time consuming and opens the door to request pieces falling through the cracks and forgotten about.

How ‘work orders’ can be implemented within WHD: (it’s so close now!)

• First we would create new tasks for the second and third parts of the request
  1. One task with the relevant Telecom call-type, priority, etc
  2. One task for the Desktop team with call-type, etc
• We can then create an Action Rule which looks for a ‘trigger’ in an existing ticket such as a checkbox in a custom, required field, and calls the related task to create a new ticket.

The main limitation right now is that WHD cannot auto-populate details from an existing ticket, to a new ticket.

At the time any of the triggers are tripped, the task should be able to query the ‘in focus’ (main) ticket details and populate corresponding fields in the task.

Perhaps existing <tags> could be used so that instead of having to manually assign a client in the task, we can use <client>, <report>, <custom_42>, etc…

Another possibility would be to create a “Duplicate Ticket” button where then some fancy Action Rule could reconfigure the new call-type, etc…

divinus

All of this can be accomplished with a combination of tasks, action rules, and custom fields. You can inherit ticket details as well as add to them in the Tasks.

The only thing that can't be done to my knowledge is inherit client, but in our organization we just use a default client account for all child tickets.