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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

  • 0

    This could be done with an Action rule.  We have a rule that notifies our technology trainer that a new system is ready for a new employee.  it is part of our new employee process.  It is set to notify our person when the laptop or desktop request for a new employee has been closed.  Inside the email is the original ticket url along with the tech's name that completed it, the person the computer is assigned to, the hiring supervisor's name, and the new person's start date.  

  • 0 in reply to bknight

    Can you explain in more detail how did you achieve this?

    thanks in advance

  • 0 in reply to csg

    Yes, so in Action Rules we have a rule that notifies the Trainer when a specific ticket is closed (in this case new employee desktop or laptop.  See pick below. 

    pastedImage_0.png

    The Action is to send an email to my trainer to let him know the computer is ready.

    pastedImage_1.png

    No it won't create a note in the parent ticket (which would be great if it did).  Unfortunately there are limitations here.  Maybe in future releases they could get that to work.

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