Recently, there has been some discussion about the need to create child tickets on demand in Web Help Desk.
This request has been possible in Web Help Desk since Action Rules and Tasks were introduced as a feature way back in version 9 or 10. With the Link to Parent option in version 12; we have even more flexibility.
To accomplish this, we’ll need to employ Tasks, Ticket Custom Fields, and Processes.
1. Tasks (Setup > Tickets > Tasks > New)
Task Info | Task Elements | History |
Task Name
Child Ticket Generator
Client
None Assigned
Shared [Selected]
| Link to Parent
[Selected]
Inherit Value
[Select each required and applicable field]
Generate Next Element
On Creation
| |
2. Ticket Custom Fields (Setup > Tickets > Ticket Custom Fields > New)
Ticket Custom Fields | Permissions |
Label
Generate Child Tickets?
Type
Popup Menu
Options
Yes;No
Info
Would you like to create a new child ticket from this parent ticket?
| Clients Hidden
Techs
Editable
|
3. Processes (Setup > Processes > Action Rules > New)
Action Rule Info | Criteria | Actions |
Enabled [Selected]
Priority [1]
Rule Name:
Child Ticket Generator
Description:
This action rule creates a new linked child ticket when the Generate Child Ticket? option is equal to Yes.
Cascade [Selected]
| Tickets matching ALL of these conditions:
[Ticket Type]
[is]
[Service Request] [Custom Field]
[Generate Child Ticket?]
[is]
[Yes]
... and ANY of these conditions: | [Run Task] [Child Ticket Generator] |
As a proof of concept, I have added this configuration to the Web Help Desk Demo. The Generate Child Ticket? Ticket Custom Field is available on the IT Request > General Request Type.
With some changes to Ticket Custom Field, Action Rules, and Tasks, the process could automate the creation of multiple child tickets from a single parent ticket.
What do you ALL think?
Finally, if you'd like a new shiny button in Web Help Desk, please vote up Kelly Tice's feature request:
Regards,
Isaiah Carriere
Web Help Desk Consultant
Adeptec: SolarWinds Training and Professional Services
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