We have instances where the nature of work on a ticket benefits from having separate, related tickets. Further, we want automation to be possible to work with those tickets in parent-child fashion so we can tap into fields from the parent to create tasks, emails or notes on the child ticket.
Currently we can only do this on service items where we know we’ll need a parent/child ticket combo and set the Service Item to generate a child ticket at creation.
There should be options in both Workflows and Scenario automations for “create child ticket”. Even better, if we can select the Service Request form to use as the basis of that child ticket and populate key fields from fields in the parent ticket (but maybe that’s a pipe dream?).
Ex: manager puts in a ticket asking for equipment and software for a new direct report. Right now, if any of those items must go through another team or approval workflow, we have to ask the manager to create the request as multiple tickets. Ideally, the manager could enter all information on a single ticket which would then add one or more child tickets via workflows. The workflow would add notes or tasks sharing just the pieces of info from the parent ticket the subteams tasked to handle ordering or provisioning of specific items need to know. For example, if a mobile device or hardware are ordered to be shipped to that person’s home, THEN we share their shipping information. But not unless it is needed to help maintain PII privacy. When provisioning of an account needs to be done by an outside party, a separate ticket can be created and workflow to email that outside party would only have necessary details and NOT include PII information like the employee’s home shipping address.
Workarounds we use now mean some managers end up putting in upwards of a dozen tickets for their new hires to request everything needed.
