We are building our own Offboarding module on Freshservice and using two service requests to achieve this.
First service request SR1 is filled by the HR who initiate the offboarding process for an employee and this service request sends a link via email with details to the second service request SR2 to be filled out by the employees manager. SR2 contains additional items which creates child tickets assigned to different agent groups to action their tasks for the offboarding process.
Here is the problem, we want to have field values from SR1 and SR2 put together which can be viewed by all agent groups at the parent ticket level. Right now, SR1 and SR2 have no connection and the manager goes through the email to input same values on SR2.
We tried adding SR2 as an additional item, making SR1 as a bundled service request, but everything on that bundled service request has to be filled by the HR. We want to have SR1 filled by the HR and SR2 by the manager.
I’m looking at so many different ways to accomplish this and reaching a deadend.
-Can we create automation to merge the two service requests? Will that have values from both together?
-Can a bundled service request be filled by one person? Leaving the additional service requests to be filled by another person?
-Are there any orchestrator apps available to achieve this?
Would really appreciate if anyone can provide any kind of suggestions.