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Topics started by Rsomers

2 Topics

R
Apprentice
RsomersApprentice
asked in Ticket & Workflow Management

Problems vs Child Ticket

I’ve been trying to figure which would be a better solution for my teams. The prior admin for FS before departure had the mindset of utilizing a master ticket and only link other tickets as children so the master would close the child tickets. They stated it was easier all around. Problem tickets I am more akin to as that sounds better all-around for incidents. Though this debate was sparked due to this being multiple incidents from an outage (no real solution just started working again) and so would this be better stated for Problems or Master incident with child tickets attached? 

8
C
Contributor
6 months ago
R
Apprentice
RsomersApprentice
asked in Automations

Automation to open a new service catalog item

Has anyone had luck with creating a workflow where upon receiving an approval/denial they are able to make an action to which the current request/ticket is closed and replaced instead with a service catalog item? In our use case, if someone has an account that needs extension for use, it can be approved and go about the day. However when denied, the account needs termination and we want it to trigger our termination service item. 

4
Daniel Söderlund
Skilled Expert
8 months ago

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