Parent and Child in service requests

Bumping for an update if there is one available?

It'll be really helpful. Do we've any updates on it !

 

any update on this?

Hello everyone, 

Parent and Child service requests is now available in Freshservice to efficiently handle elaborate workflows with multiple steps, like Employee Onboarding. As part of this enhancement, admin can configure service items that are likely to be requested together as bundles in the service catalog. This will allow end-users to request multiple related service items in one go without having to request each item separately. 

Learn more about this enhancement here. 

Deepikaa 

Freshservice Product Management 

Thanks Deepika for the update but I'm still couldn't see how can I do that, I can't even see "Child Ticket" tab in my interface.

 

Like Rehab I would also really like the ability to create Child Tickets from the ticket interface (As opposed to just the service catalogue as you've mentioned). Any update on getting that?

Hello Rehab, 

Parent and Child Service Requests can be created for service items only if that option has been enabled on the Admin console (inside "Service Catalog").

For example, on the "New Employee Hire" service item (Admin -> Service Catalog -> New Employee Hire) , the admin can specify items that part of the on-boarding process such as ID Card, Payroll Setup and Apple Macbook as additional service items. After which, the admin has the choice to configure this workflow as parent and child service requests by checking the "Create Child Requests for each of the items above", in which case, the requested items will be created as individual child tickets to the New Employee Hire Parent ticket. If this is left unchecked, the requested items will be created as a single service requests with multiple items. 

You can learn more about adding additional items to a service item and configuring parent-child service requests in detail with this quick guide - 

Configuring the Service Catalog [Agent Guide] 

Service Requests with additional items

Hope this helps! 

Deepikaa 

Freshservice Product Management

I think what he's referring to, like myself, is within the ticket interface.

When you have manually created a SRQ (I.E not from the service catalogue) the child ticket option is not there.

As per Rehab's screenshot.

Hi Ebony, 

That is right. Ability to create child service requests from within the ticket interface is not supported in this enhancement. It would be helpful if you could help us understand why you would be interested in this feature by sharing some of your use cases and any other suggestions you might have. Looking forward to your inputs! :)

Deepikaa 

Freshservice Product Management

Hi Deepikka,

Well at this stage we are not utilising the Service Catalogue. We have only just moved to Freshservice so are wanting to get the catalogue fully built before we transition customers (For maximum uptake). So customers are submitting requests via email as they always have. We then obviously manually process them and need to create child tickets for some items.

For example, new users we need to create child tickets to set up sub accounts and etc.

As a work around we are having to create 'tasks' for this but it is not a viable solution as if we assign the task to a group and not an individual it doesn't show in anyone's queue so there is a likelihood it will slip through the cracks and be missed.

Regards,

Ebony

Sure Ebony, I think this is my issue as well. We can create child tickets to be linked to Parent tickets and that's in case the ticket is incident but in case it's SR we need to be able as well to link it to other SRs using the introduced feature. How could we do this.

BR,
Rehab,

 

@Ebony - Thanks Ebony, for sharing your use case with us. It was extremely helpful to understand how requests are being submmited by your customers and why this feature would be a value addition in your case. I will keep you posted on this feature as soon as I have an update on this. Thanks again for your feedback!

@Rehab - Besides the use case that Ebony had mentioned (not utilising the Service Catalog to request items - requests are currently being raised as emails and there is a need to manually create child tickets), is there any other scenario/reason where you would require this feature? It would be helpful to understand your use case better :) Thanks!

Deepikaa

Freshservice Product Management

Thanks for this new product enhancement. Certainly is great to be able to link request items in the Service Catalog. In testing this I have noticed that if you choose to create separate tickets for each child item it has 'System' as the Requestor rather then it being the same requestor as the parent ticket. Is this expected behavior? And is there a reason why this is the case?

If the child ticket is closed, I am guess that its not going to notify the requestor unless we manually update the requestor?

Hello Clinton, 

Thank you for your feedback! Yes, this is expected behaviour - the requestor field for Child tickets will be "system" so that one agent (parent ticket agent) will remain as the single point of contact for the requestor. Closing the child ticket will not notify the requestor, however, every time the stage of an item in a child ticket is updated to "Delivered" or "Cancelled", the requestor will be notified.  

Hope this helps :) 

Deepikaa 

Freshservice Product Management 

 Hello Deepikaa ,

          In the above case the reply will be to System not the requester who opened the ticket (the agent who taking care of the parent one). In my case I'll not depend on the stage, I'll depend on the ticket status to avoid confuse my agents with multiple changes.

The second view is I need to add a feedback not only update the stage so I need to reply by default to the requester. Do you have any ideas.

Thanks,

Rehab,

Another option if we can add that will be great, could we make the child SRs dependent on each other.
For example, I've 3 Child SRs (Computer, Phone and SW) could I create the "SW" SR upon resolving the "Computer" SR.
 

Can we get an update on this? This addition to the service request module would be beneficial. 

I would also like to see the ability to invoke a child service request from an incident. If you need to put in an order for a new part or new machin etc in order to solve an incident, it would be nice to be able to easely record wich incident initated the need for the purchase. Today we have to either convert the Inc to SR (wich will mess up reporting) , or create a separate SR and then make of note of wich Inc this order originated from. 

Hi,

we use child tickets also in our old system.

we are just migrating.

we use it to assign a extra task to a ticket for an other agent.

Or if we havel multiple tickets for the same problem.

Kind Regards,

David

is freshservice working on this feature? We need to be able to manually create a child request for a service request.

Hello Freshservice

Can you give me an update as to whether this  will be implemented and if so when?

(Ability to create child service requests from within the ticket interface)

Same here, there does seem to be a need for this feature, please update us