Disconnect/Separate/Unlink Parent Child ticket

We did a bundle for our HR Team for Employee updates. We created Separate workflows for each child ticket that needs to go to a different department. You do need to put the agents the tickets go to in the workspace the bundle is created for, as there is no way to change the workspace assignment through the Automator, and you just use the assign to action to move the ticket to the right group/agent

Yes, the bundle works, but since they go to different teams the “master” ticket by team A can’t be closed until the child ticket for team B gets completed.

yea, that is be design, you don’t want the parent ticket to close till all child tickets are completed.

But in the real world I do - I would prefer them to be 2 independent tickets that are bundled at creation simply for ease of use for the end-user.  

Hi ​@jennifer.dyer,

By default, we do not have an option to separate the parent and child tickets for bundled service requests and treat them as dependent tickets.

However, for your use case, you can set up a custom workflow to handle this. You can configure a custom workflow to trigger when a service request is submitted. Using the API, you can create another service request for the specific service item and assign it to a different group or workspace as needed.

This way, the user only needs to submit the request once. Based on your workflow, the secondary request will be automatically created and routed accordingly.

I hope this helps! Please refer to the article below on how to create a service request.

https://api.freshservice.com/#create_service_request