6 Replies Latest reply on May 18, 2018 9:43 AM by kricker@macarthurco.com

    How to Automate Child Ticket Creation In Web Help Desk?

    icarriere

      Recently, there has been some discussion about the need to create child tickets on demand in Web Help Desk.

      This request has been possible in Web Help Desk since Action Rules and Tasks were introduced as a feature way back in version 9 or 10. With the Link to Parent option in version 12; we have even more flexibility.

      To accomplish this, we’ll need to employ Tasks, Ticket Custom Fields, and Processes.

      1. Tasks
      (Setup > Tickets > Tasks > New)

      Task Info

      Task Elements

      History

      Task Name
      Child Ticket Generator

      Client
      None Assigned

      Shared [Selected]

      Link to Parent 
      [Selected]

      Inherit Value   
      [Select each required and applicable field]

      Generate Next Element
      On Creation

       


      2. Ticket Custom Fields
      (Setup > Tickets > Ticket Custom Fields > New)

      Ticket Custom Fields

      Permissions

      Label
      Generate Child Tickets?

      Type
      Popup Menu

      Options
      Yes;No

      Info
      Would you like to create a new child ticket from this parent ticket?

      Clients

      Hidden

      Techs  
      Editable


       

      3. Processes (Setup > Processes > Action Rules > New)

       

      Action Rule Info

      Criteria

      Actions

      Enabled [Selected]

      Priority [1]

      Rule Name:
      Child Ticket Generator

      Description:
      This action rule creates a new linked child ticket when the Generate Child Ticket? option is equal to Yes.

      Cascade [Selected]

      Tickets matching ALL of these conditions:

      [Ticket Type]
      [is]
      [Service Request]

       

      [Custom Field]
      [Generate Child Ticket?]
      [is]
      [Yes]

      ... and ANY of these conditions:

      [Run Task]

      [Child Ticket Generator]


      As a proof of concept, I have added this configuration to the Web Help Desk Demo. The Generate Child Ticket? Ticket Custom Field is available on the IT Request > General Request Type.

      With some changes to Ticket Custom Field, Action Rules, and Tasks, the process could automate the creation of multiple child tickets from a single parent ticket.

      What do you ALL think?


      Finally, if you'd like a new shiny button in Web Help Desk, please vote up Kelly Tice's feature request:


      Create a child ticket from within a ticket

       

      Regards,

       

      Isaiah Carriere

      Web Help Desk Consultant
      Adeptec: SolarWinds Training and Professional Services

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