3 Replies Latest reply on Aug 17, 2016 9:07 AM by bknight

    ticket parent and child: how to notify the parent when child has been completed

    csg

      A frequent use-case in our organization is a ticket involving some salesman activity and some tech activity.

      Only when salesman activity has been completed, the tech activity can start.

       

      We would like to use child tickets in order to manage some sub-activities like the salesman's one.

       

      Doing so, there is the need of notifying back to the parent ticket that a the child ticket has been completed.

       

      WHD does the work of merging the notes, but we need something more explicit.

       

      It would be nice to have a mail sent to the parent-ticket's assigned technician, but this information isn't accessible in mail templates.

       

      Are there any other options to do this?

       

      thanks in advance