I'm brand new to WHD and am looking to replace our current solution. One of the big needs is to build out our onboarding process in the ticket system.
I've been testing out the ticket tasks and I'm a little confused on what the best setup method is.
Here is my basic setup
Request Type - New Hire runs Ticket task that creates the following tickets
1 - HR - Run background check
2 - Licensing - Verify License
3 - IT - Setup network accounts
So my first question is, since all the work is being done in the child tickets, it seems the parent ticket is mainly just a place holder. Is this a correct?
If so based on this article Auto-Close Parent Ticket once all Child Tickets are closed there is no method to auto close the parent ticket. If that is the case how and who should manage the parent?
Second, is it possible to group task elements by stages? For example in my above scenario I want ticket 1 and 3 created on creation, however ticket 3 should not be created until both 1 and 2 are completed
Third, I don't understand the inherent option. Based on this Onboarding process managed by Web Help Desk all the custom fields I created in the New Hire request type will be passed down to the child tickets. Is this true even if the child request types dont include those custom fields? In my testing none of the custom fields are passed down. In fact not even the client is passed down to the child.