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Send email to client when note added from child ticket

I'm setting up WHD and have created some child tickets to be automatically created using Ticket Task and Action Rules. My issue is when a note is added in a child ticket WHD does not send an email to the client. I'm guessing it's because the child ticket does not have a client name associated with it. Only the Parent ticket does. How can I achieve this? What am I doing wrong? Thanks in advance.

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mark.dangelo

For us, as long as we have specified the client in the task set-up, then that client gets associated with the children tickets (no matter who the parent ticket client is). I attached a screenshot below. Hopefully that is what you are referring to.

chinmaychavan

Hi pyang and mark.dangelo

We are facing same issues.

We had created child tickets using task, there is no such option of linking client of parent ticket to other child tickets as there are other LINK TO PARENT options.

We seek for a support from SolarWinds regarding this and received a response that they will treat this as a feature request.

For the time being we have created a feature request on thwack for inheriting client information from parent ticket to child tickets.

Please follow the link below and thumbs up our idea.