Open child ticket when Parent Ticket Approval is completed

I believe that the easiest way to do it is by editing your workflow for creating a child ticket. When you create a child, you can assign the current status of the parent ticket to it. Then you send an approval in parent ticket and once it is approved to set status of associated child to open.

I believe that the easiest way to do it is by editing your workflow for creating a child ticket. When you create a child, you can assign the current status of the parent ticket to it. Then you send an approval in parent ticket and once it is approved to set status of associated child to open.

Do you mean create the child ticket by hand or by the WFA?
Only way I have seen there is to use the API. 

I believe that the easiest way to do it is by editing your workflow for creating a child ticket. When you create a child, you can assign the current status of the parent ticket to it. Then you send an approval in parent ticket and once it is approved to set status of associated child to open.

Do you mean create the child ticket by hand or by the WFA?
Only way I have seen there is to use the API. 

"I have the workflow to open the child ticket" - I believe Shannon already has a workflow to create them but needs to edit it to make it work correctly. He probably used an API because, as far as I know, there is no other way to do it.

Missed that thanks. 

Hello @shannon.mejia, you could technically wait to do anything with child tickets until after the “parent” ticket is approved. You could set the workflow for creating the child ticket (via api) to trigger off of the event listed below.

When this workflow is triggered you can create the child ticket and pass in your JSON payload all the values for the necessary ticket fields. You just need to add a conditional block to make sure that this workflow only creates child tickets based off of the correct parent tickets. Hope that helps.

Hello @shannon.mejia, yes unfortunately. A workflow cannot trigger another workflow. So if the approval notification for a ticket is being sent via workflow, that workflow would be listening for the approval or rejection. In that case, you could tack on the creation of the child ticket in the first workflow on the “approved” branch. Meaning after the workflow send the approval notification, if the approver approves the request then the workflow creates a child ticket with all the necessary information.

Hello @shannon.mejia, yes unfortunately. A workflow cannot trigger another workflow. So if the approval notification for a ticket is being sent via workflow, that workflow would be listening for the approval or rejection. In that case, you could tack on the creation of the child ticket in the first workflow on the “approved” branch. Meaning after the workflow send the approval notification, if the approver approves the request then the workflow creates a child ticket with all the necessary information.

So confused now LOL.  So I added the approval process into this workflow so that it would trigger based on service item and include the approval.  after the approval, then the web request to open the child ticket.  This is the error now though for the web request.  Why won’t it allow a child ticket to be made for an already approved parent?  Maybe because the system is designed to not allow changes after the approval???

 

 

You are on the right track. And yes, the system doesn’t want to allow you to make changes to a ticket that is awaiting approval or has been approved. In theory you would then need to get approval again for that change. A way to work around this is to create the child ticket ahead of the approval, set it to pending. If the parent ticket is approved, set the child ticket to open (I assume this would work but haven’t tested it). If the parent ticket is not approved, then you can simply close the child ticket indicating a backorder is not required.

I am making progress :), but now getting a new error.  I updated the workflow to have the child ticket open before the approval, but now am getting an error in the execution logs about the payload not being a valid JSON:

 

This is what i have in the web request in the WF for the body:

 

 

What am I missing?  

Hello @shannon.mejia my guess is that the value that your are getting for parent_ticket_id placeholder is the issue. Try adding a note to the ticket with that value to make sure you are getting what you expect and in the right value type the field is looking for according to the API documentation.

Fantastic!!! Glad its working :)