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Parent Child Ticketing

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Transcript

  • 1. Parent Child Ticketing Creating a New Template
  • 2. Initial Setup • • You must first set up the parent/child relationship controls from the administration page. To get here simply choose administration from the drop down menu and click the Ticketing & Events tab. Then expand the Parent/Child Options bar. 2
  • 3. Administration Settings • Below are the different options you can select – – – – Automatically resolve children – When parent ticket is closed or deleted, so are children Automatically reactivate children – When parent ticket is reopened, so are children Automatically reassign children – Reassigning parent ticket to different user(s) also reassigns children Automatically populate children – Selected fields of child tickets will be populated with data from parent 3
  • 4. Ticket Templates • After the administration settings are configured, expand the Ticket Templates bar to create a new template • Click Create Template and Choose the event name from the drop down menu and enter a description. If you need to add an Event Name you can do this by expanding the Event Types bar above. 4
  • 5. Ticket Templates • • • • Next press Add Child Ticket You can add several Child Tickets. For each one, you can select a priority and a Summary. Press Save Template The template will now appear on the Ticket Templates page so you can edit, delete, or disable the template at any time 5
  • 6. Using the Template • To use the template you created choose Ticketing from the drop down menu. • To create a new ticket click • Proceed in choosing Site Name, Location, etc. like you would a regular ticket. 6
  • 7. Ticket Details • The Ticket details page will now let us choose the ticket template we created using the Event Type called Add a new employee. • Click Save Ticket at the top 7
  • 8. Viewing the Child Tickets • After setting up the ticket you will now see it in the ticketing dashboard along with the child tickets associated. 8
  • 9. Using the Template in the Self Service Portal • End-users can assign a parent/child ticket straight from the Self Service Ticketing portal • They start by pressing Create New Ticket 9
  • 10. Creating a New Ticket • The user can follow the steps to choose the Site Name, Location and room number. • When asked “What type of problem are you experiencing?” they can simply choose the Add a new employee option from the drop down. • This is the same template that was created previously. 10