jdmartel

That is correct, it does not inherit it. Even if you select a client from the first task element and it populates to the other Task elements, it does not display for the Client in their History tab to allow them to track progress of the workflow they kicked off.

Is this STILL not in the latest version? This is a big holdup when you have numerous Task flows and you can't keep the original requestor in the loop on where their request is in the process.

I resolved this by inserting the original parent ticket into the Task flow, and kept my action rules in place. this will essentially "nest" the 2nd workflow into the first one.

Yes but I have 3-4 sets of Tasks and there is an action rule for each one that determines which Task gets run because they are all slightly different. I need a "fork in the road" that will let me determine with task elements get run when certain custom fields are set. For example if Custom Field option 1 is checked then…

I found the issue, I had some custom fields set to "View" instead of "Required" or "Editable". This caused the field to not be visible when no data was entered.

This is still an issue with version 12.7.2. I created all of the action rules for our setup, and every time a child ticket is created and sends an email to the Client, it shows me as the one who entered the ticket and Request Detail. This is misleading to anyone viewing the ticket.

We have run into this issue as well. It seems the "Date Attribute for Time Range" is what restricts you from seeing the overdue tickets that carry over from month to month, or week to week. I would like to see some more options added to the ticket reports, currently it is very hard to track SLAs with these restrictions.

I may not be reading the reports field correctly, but it seems like you can only see tickets that were "opened" or "closed" in that month. It does not take into account ticket that carry over from month to month. Has anyone been able to resolve this?

We are in a similar boat. We need to start reporting on overdue tickets, but the "date attribute field" in the reports severely restricts the ability to see ALL tickets and track their overdue dates. Have you found a resolution or workaround for your case?

We have had this issue as well, but it only occurs with one or two users and I have not identified why. We are using 12.7.1 and have LDAP enabled using the Subject Alternative Name to login.

I have submitted a Feature Request for this exact purpose, I opened a support case and was told that this functionality does not exist currently even in 12.7.1 I am amazed that this does not work, all ticketing systems have auto-ecsalate features built in. Hopefully the feature request I submitted will get some traction.

I would also like to know how to remove Location as a required field.