Inherit client information from the parent ticket

chinmaychavan

We have our WHD setup to require clients, but when the task runs, child tickets are created without a client.

We have an approval process assigned to the child ticket which works on clients department.

In this case, the child ticket is without a client and department the ticket gets stuck in approval process.

We have received a confirmation from support team that it is a bug in product.

Though they haven't mentioned any estimate date when they can fix it up.

csameerRaviKgangadhar.k rodegardpeter.krutybpringle

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Comments

apolloc

Funny, while you were told it was a bug, I was told that it was a feature request. My child tickets were created from task elements. Perhaps that's the difference. My feature request to them was to allow inheritance of all fields. Not sure why they left a few out...client being one of them. I'll vote for yours.

danny8136

If you look at their training videos it shows this working but when I called them they told me there was nothing wrong and it was a feature request. I even think when we were testing the product in version 12.4 it passed the client information down the the child tickets but not anymore.

chinmaychavan

apolloc RaviK danny8136 Guys,

They have fixed this issue in new version 12.5.1

Cheers...

kwtobin

chinmaychavan

This specific issue may been resolved but it still appears child tickets aren't able to inherit the actual client from parent tickets (the subject line). We REALLY could use having child tickets inherit the client from the parent.

As an example, for a user exiting ticket, our payroll people create the ticket. We have a process that creates a ticket for IT and the staff that manage physical access. But neither of those two tickets include who the actual client is (pretty important when you're trying to disable access). It appears we have to copy that information from the parent ticket (which kind of defeats the purpose of trying to automate the ticket processes).

matthewap

Yes, I think this ticket Details might differ from the actual Title. The ability to have a child ticket created from a task and have that child ticket inherit the parent client is needed as an option when selecting the Link to Parent and Inherit options.

Watching the video on Automating they use a new employee. In the current system you might have admin create a request for a new employee which triggers a task to create a couple other requests. Unfortunately, since you can't select to inherit the client from the initial parent Admin request, the client will either be a fixed person you set or the person who created the Task. That means the Admin person who created the new employee request never gets any updates on the other tickets. Sure they can view the status of the child tickets, but that isn't automation.