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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.

Important

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

Related topic

Creating-and-managing-tickets

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:

Child ticket section of Ticket form.png

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 HamburgerNew.png 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 Ticketimage2019-11-5_17-13-49.png.
  4. In the Select From Tickets window, select the Parent ticket.

Important

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 HamburgerNew.png 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.

Important

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:

Scenario 1 (click to expand)

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.

(2021 Release 01) If you select the Close (C) status type for Ticket 1 (Parent ticket) from the Ticket form and you select either the Allow the Ticket and all the linked Assignments to be closed without warning or Display a warning message but allow the Ticket and all the linked Assignments to be closed option in Group Permissions then a dialog box is displayed with the following message:

Closing a parent ticket will close all linked open assignments, child tickets and their linked open assignments. Do you want to continue?

If you click OK in this dialog box, then the New Ticket Note dialog box is displayed if you have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings. After you have added the resolution note to the New Ticket Note dialog box and closed Ticket 1 (Parent ticket), the following events occur:

  • The open Child tickets (Ticket A, Ticket B, and Ticket C) are closed. The resolution note that you added to the New Ticket Note dialog box is added to the Child tickets after they are closed. This resolution note is not added to the Child tickets that were closed before Ticket 1 (Parent ticket) was closed.
  • The open assignments linked to the Child tickets (Ticket A, Ticket B, and Ticket C) are closed. The resolution note that you added to the New Ticket Note dialog box is added to the assignments linked to the Child tickets after they are closed. This resolution note is not added to the assignments linked to the Child tickets that were closed before Ticket 1 (Parent ticket) was closed.
  • You can view the resolution note that is added to the Child tickets by clicking the ticket note under the Ticket Notes tab of the ticket form. You can view the resolution note that is added to the assignments linked to the Child tickets by clicking the assignment note under the Assignment Notes tab of the Assignment form.

The following table shows the fields that are displayed in the Ticket Notes/Assignment Notes# noteID dialog box when you open the resolution note:

Field

Details

Note Type

Ticket Resolution is the default note type for the Child tickets.

Assignment Resolution is the default note type for the assignments linked to the Child tickets.

Activity Code

Note By Technician is the default activity code.

Private note (hidden from Requestor)(for Child tickets only)

This check box remains selected if you have selected the Mark Ticket Notes private by default check box in the Help Desk Notes Behavior section in System Settings.

Duration

The duration of the note is zero.

Enter note details

The following message is displayed by default for the Child tickets:

This ticket was closed because the parent ticket was closed with the following resolution:
Resolution note that you added to the New Ticket Note dialog box when you selected the status type Close (C) for the parent ticket.

The following message is displayed by default for the assignments linked to the Child tickets:

This assignment was closed because the linked ticket was closed with the following resolution:
Resolution note that you added to the New Ticket Note dialog box when you selected the status type Close (C) for the parent ticket.

Technician

The technician that is displayed in the New Ticket Note dialog box is the default technician of the note.

 All the fields in the Ticket Notes/Assignment Notes# noteID dialog box are read-only.

Scenario 2 (click to expand)

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.


 

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