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Create child tickets from inside current ticket

Currently, the only way to create child tickets is through Tasks, or by linking a ticket to a parent ticket. We have a multitude of use cases where we would benefit from a "create child ticket" button.

One example: End user submits a ticket to unlock their AD account, and they mention that their account was locked out because their keyboard needs to be replaced.

Another example: New user setups! Not all new users have the same needs, or get the same access (action rules and tasks don't really work for this). When we get a new user request, we need to be able to create child tickets manually to address individual needs.

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Comments

tcore

I will send you our way of creating child tickets tomorrow

fluffy_midnight

Quick Tickets would be the simplest way to create repetitive tickets that you don't need to bulk create.

This would be useful for you during situations like new users or the same request being created over and over again.

You can save these for use on repetitive tickets that come in.

tcore

I created a process called Duplicate Ticket. This allows you to have a ticket open and it will duplicate the original ticket with all the information into a new ticket. This is used by our Security Access Management team when a request comes in for the same access for multiple users.

Custom Field

We set it up as a single selection with options of No, 1, 5, 10 or 20 tickets.

When options 1 – 20 are selected (they can only choose one at a time), Another process runs and automatically changes the option to “No” so it will not continue to duplicate tickets.

Task

The duplicate ticket task selects all the fields available. This way, no matter what the request type, it will be copied over from the parent ticket.

Action Rule Info

Duplicate ticket works only when updated by the tech and every time – when the criteria evaluation results in a match.

Criteria – (note: ours is set so that only a few people can use the option and not everyone. This limits the unwanted duplicates because someone selected it by mistake)

Actions

This selects a task ticket called duplicate ticket.

When creating the duplicate ticket task, selects all the fields available. This way, no matter what the request type, it will be copied over from the parent ticket to the child ticket.

The process to turn it off, is as follows.

I then Modify the ticket and turn the field off by selecting No

As for quick tickets, I thought they only work when creating a new ticket or if the information you are needed is identical. It if varies, then it will not work. Also, it does not work while you are inside a ticket.

I hope this helps you.

tcore

We use processes and task to do just what you are talking about. Out Security Access Management (SAM) team has to have a ticket for every piece of access requested for auditing purposes.

I have set up the system so what the user selects on the request form goes to the SAM team. They review the ticket then select a button called generate ticket (it must meet criteria before it works and you must be on their team for it to work. The system will then generate the individual tickets for that users. If you would like to know more, please let me know, I will be glad to show you how we canoogled the system into getting what we want.