When we use our OnBoarding Process, it creates multiple tickets to the appropriate groups. The problem we are having is the Client Name is not transferred to the child tickets. The correct information that each ticket need is there, but the technician has to add the client name to their tickets. If their access is denied by HR or Canceled, then our reporting shows blank clients for the tickets that were closed.
This is something that I was told is available. I reviewed this and it does not work for our needs and below are the reasons it does not apply to our needs:
Individual Managers setup new users (which mean each client is different). The Fix provided to me was on the Task Ticket Page where the task is assigned a Client name. This would be bad because the Master ticket would have the Manager name, and the child tickets would show the name of another client. This would confuse the Technician as to who to contact regarding the new user setup.
My suggestion on how to resolve this issue is simple:
This will allow me to create a task to duplicate closed tickets when a client calls back on the same issue. I just uncheck Link to Parent and get a new ticket with the old information. It will also get the information the technicians need into my onboarding tickets.
Please vote for this so we can get this implemented quick!!!!
