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 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 employ Tasks, Ticket Custom Fields, and Processes.
1. Tasks(Setup > Tickets > Tasks > New)
Task Info | Task Elements | History |
Task Name | Link to Parent |
|
2. Ticket Custom Fields(Setup > Tickets > Ticket Custom Fields > New)
Ticket Custom Fields | Permissions |
Label | Clients Hidden |
3. Processes (Setup > Processes > Action Rules > New)
Action Rule Info | Criteria | Actions |
Enabled [Selected] | Tickets matching ALL of these conditions: [Ticket Type]
[Custom Field] | [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 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
○ LinkedIN: Adeptec
○ Facebook: Adeptec
○ Twitter: @Adeptec