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Auto-create a new ticket from an existing ticket

Our campus on-boarded to a ServiceDesk instance this year.  I would like to know if/how an existing ticket can generate a new ticket when it reaches a certain stage.  The idea is as follows.

  1. From the service catalog, a new user account request ticket is submitted using the template in the self-service portal.
    1. Ticket filled in with required information.
    2. The ticket includes a task to add the new user email in the ticket when it's ready.
  2. Technician works the ticket.
    1. Enters the new user email.
    2. Marks that task as complete.
  3. A new ticket is generated once the task is marked complete.
    1. It captures several values from the existing ticket, including the new student email.

If anyone has a working example of what they did, I would really appreciate some help getting our instance configured.

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  • Hi, if steps 1-2 are done in the process via the service catalog request, than step 3 is totally doable. You can do it via the process integration action in the process. Here is some documentation on how to accomplish creating a new ticket Process Integration - Create New Ticket.

    We have create a new record action in the automations and we are wanting to add that action to the process area of the service catalog to make this easier. The above is a workaround for the time being. 

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  • Hi, if steps 1-2 are done in the process via the service catalog request, than step 3 is totally doable. You can do it via the process integration action in the process. Here is some documentation on how to accomplish creating a new ticket Process Integration - Create New Ticket.

    We have create a new record action in the automations and we are wanting to add that action to the process area of the service catalog to make this easier. The above is a workaround for the time being. 

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