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Creating multiple tickets from a single service request

  • 10 September 2021
  • 6 replies
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We have certain processes that require multiple departments to complete different tasks related to the same process. Ideally, we would like to fill out one service request that results in separate tickets assigned to different groups.  

We have tried the "additional items" option to create a bundle request, but on the child ticket, you can't see all of the fields of information that was inputted into the parent ticket, and we don't won't to define the same fields for the child request, because then you have to fill out the same information multiple times when filling in the service request.   Even if we wanted the owner of the child ticket to look at the details in the parent ticket, it isn’t always possible because sometimes they don’t have access to the group the parent ticket is assigned to.

 

The enhancement request below is 5 years old, does speak to some of this, but thus far, there doesn’t seem to be an automated way of having the parent details copy into the child tickets.  (There was a suggestion in the discussion that if the fields on the “additional items” field are named the same as those in the main service request, the system would copy information into them, but I didn’t observe that)

 

 

https://support.freshservice.com/support/discussions/topics/313525

 

Just wondering if others have tried to do similar things, and if so, how you went about it?  Perhaps there is a completely different way of generating multiple tickets from a single service request than what we have tried to date.

 

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Best answer by Glavin Crasta 11 September 2021, 08:50

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mmccoy
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Is the ticket(s) you wish to create related to employee onboarding by any chance?

Regards - M2
Glavin Crasta
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Hi @smoutc , please go ahead and create the fields in the child items that isavailable in the parent item. Make sure you create the fields with the same name. Doing so the associated items on the form would auto fill these details and requester need not fill it for each item again.

Glavin Crasta
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OK, that’s helpful.  It hadn’t worked when I had tried it before, but I must have had a slight difference in the field name. 

 

One follow up question:  Is there a way to “hide” the service catalog entries for the “sub items”, as they should never be requested on their own...only as part of the parent/bundle item.  I tried making them mandatory, but only accessible by “empty” contact and agent groups, but it prevents them from showing up in the parent/bundle request if I do that.

sanofar.allahpichai
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Hi @smoutc 

 

Greetings from Freshservice!

 

We have a few suggestions to achieve this use case. We can set up workflow automation to copy the parent ticket details to all associated child tickets by adding a note. The parent item fields and values can be added in tabular format as a private/public note on the child tickets by using the placeholders as shown below:

 

h8xfnMkH21eR0vaUQPW-w8BOeySCPVSYVdxDSi83cLU9E3n7vE28hgzN2ktcnCBilReaKsh7cC0mdwsAXSvS8p-YVr77i7rzQcuHZvPavMg5nACGyjOb_d8j1kRhwSfNDGua4CQU

If you move all the child items to a dummy category, we can hide the category in the requester portal using a Jscript by portal customization. The items will not be visible in the catalog but only when the parent item is requested. 

If you want separate  service request tickets without parent-child association, we can set up the workflow to create new Service Request tickets via webbooks and API instead of using the additional item bundle. API to create a Service Request: https://api.freshservice.com/#create_service_request. 


Please reach out to support@freshservice.com if you have more questions. We can help you hide the items or create new SRs via APIs.
 

Best Regards,
Sanofar
Team Freshservice

Warm Regards, Sanofar || Freshworks Community
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Glavin’s suggestion above to ensure the fields on the child/bundled service request items were IDENTICAL to those in the parent service request did resolve our initial issue. 

On a related note, we were able to setup a workflow automator based on your outline to copy private notes added to the parent ticket into the child tickets.  We also added a condition to the workflow so it only happens if we put a specific keyword in the parent note (ie “COPYTOCHILD:”)  

NOTE:  We did discover from the Freshdesk article below that there is a placeholder called {{ticket.parent_ticket.latest_private_comment}} that we were able to use to copy the parent note details into the child, but it doesn’t come up if you use the “insert placeholders” button.  (The insert placeholders list shows “last public comment” but doesn’t show “last private comment”)   

Automate parent child ticketing workflows : Freshdesk

My follow up question is if there is a way to do the inverse….add a note into the parent ticket from a child ticket?   The Freshdesk article above does suggest it’s possible, but the same options don’t appear to exist in Fresh service workflow, and because the child tickets are created by system, we can’t simply reply to the ticket to send a message to the requestor on the parent ticket.  Suggestions?

eliataylor
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Its helpful. Created the same fields which are present in parent item. It works perfectly. 

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