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Track-It! 20.20 ... Using Using: For technicians Creating and managing tickets

Working with Parent tickets (2020 Release 01)

You can select and link one or multiple tickets to another ticket.


Tickets that are linked to another ticket are called Child tickets. The ticket to which Child tickets are linked is called a Parent ticket.

Note

A Parent or a Child ticket works the same way as a standard ticket. Parents, Child, and standard tickets share the same functionality.

The advantages of a Parent ticket are:

  • You can track Child tickets via the Parent ticket; you do not have to track or maintain each Child ticket individually.
  • When you close a Parent ticket, all of its Child tickets close automatically.
  • You can work on all duplicate tickets via their Parent ticket.

The following considerations apply:

  • You must unlink all Parent or Child tickets to convert one type of ticket to other.
  • Ticket Permission controls all Technician permissions for Parent and Child tickets.

The following figure shows the Child Tickets section on the New Ticket tab:

Linking tickets to a Parent ticket

To link a ticket or multiple tickets to a Parent ticket from the Help Desk work space, perform the following steps:

  1. On the header bar, expand the hamburger menu  and click Help Desk.
  2. Select the tickets that you want to link to a Parent ticket.
  3. Click Link Ticket(s) to a Parent Ticket.
  4. In the Select From Tickets window, select the Parent ticket.

Note

The Ticket Relation field in the Ticket form displays whether the ticket is a Parent or Child ticket.

Unlinking tickets from a Parent ticket

To unlink Child tickets from a Parent ticket, perform the following steps in the Details section of the Parent ticket.

  1. On the header bar, expand the hamburger menu  and click Help Desk.
  2. From the list of tickets, double-click the Parent ticket from which you want to unlink the Child tickets.
    This action opens the Ticket form of the Parent ticket.
  3. In the Details section of the Parent ticket, select the Child Tickets tab.
  4. Select the child tickets that you want to unlink.
  5. At the top-right corner of the Child Tickets tab, click More Actions and select Unlink.
    The selected Child tickets are unlinked.

Note

After the Child tickets are unlinked from the Parent ticket, the Ticket Relation field in the Ticket form is dimmed and blank.

Example scenarios

The following scenarios describe the behavior of Parent and Child tickets after you close them:

A Parent ticket (Ticket 1) has certain assignments and Child tickets (Ticket A, Ticket B, and Ticket C) linked to it. Also, the Child tickets (Ticket A, Ticket B, and Ticket C) have certain other assignments linked to each of them.

If you close Ticket 1 (Parent ticket) from self-service, then:

  • The Child tickets (Ticket A, Ticket B, and Ticket C) and their linked assignments are closed.
  • Ticket 1 is closed.
  • The statuses of the assignments that are linked to Ticket 1 do not change from their previous status.

If you close Parent tickets, only the Child tickets that are closed are visible because of data segregation.

Group A has Ticket 1, Ticket 2, and Ticket 3. Group B has Ticket 4, Ticket 5, and Ticket 6. user1 has access to both the groups. user2 has access to Group B only.

Case 1

Tickets 4 and 5 are linked to Ticket 1 as Child tickets (that is, Tickets 4 and 5 are Child tickets of Ticket 1).

If user1 closes Ticket 1 (Parent ticket), the Child tickets (Tickets 4 and 5) are also closed because user1 has access to Group A as well as Group B. Therefore, you can view and close tickets from either group.

Case 2

Tickets 2 and 3 are linked to Ticket 6 as Child tickets (that is, Tickets 2 and 3 are Child tickets of Ticket 6).

If user2 closes Ticket 6 (Parent ticket), the Child tickets (Tickets 2 and 3) are not closed because user2 has access to Group B only. Therefore, you can view and close tickets from Group B only.


Related topic

Creating and managing tickets


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Last modified by Tejas Andhare on Apr 06, 2020
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Comments

  1. Doug Moore

    It would make life easier if we could open a child ticket directly from the parent ticket.

    Jan 11, 2021 02:45
    1. Dov Kaiser

      Hi, Doug. Thanks for contacting us. We have forwarded your comment to the writer who is responsible for this content.

      Jan 13, 2021 12:35
    1. Dov Kaiser

      Hi, Doug. Thank you again for your input. We recommend that you submit your idea via the BMC Community website. This will enable your peer community of users to vote for it to facilitate future adoption. For instructions, see BMC Community Ideas FAQ.

      Jan 13, 2021 02:07

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