When playing around with Child Tickets today I have noticed a few things that would really streamline my organisation’s worflows (in the realms of Child Tickets in particular).
Firstly it would be great to be able to perform a 1-click ‘Execute Scenario’ ‘Add Child Ticket’ on Tickets:
Secondly it would be nice to have more options surrounding Child Tickets within the Workflow Automator. Currently all you have is this:
A perhaps obvious addition would be ‘When a child ticket is updated’.
But more frustrating for our organisation has been the lack of Conditions available for use regarding Child Tickets. Examples being:
- Condition - ‘Is/Is Not A Child Ticket’
- Condition - ‘Has Open Child Tickets’
- Condition - Child Ticket is …
These percieved shortcomings are doubly frustrating at times as the ‘Action’ node is able to perform actions on just Child Tickets should you wish:
The reason these improvements are necessary is that it is fairly common for somebody to create a Child Ticket and for it to trigger a Workflow that has nothing to do with Child Tickets which is nightmare for both Agents and Administrators alike.
