Add a Child Ticket to a Parent Ticket created by a Process
I created some processes for New Hires and Terminations and other requests but it is a pain to have to keep pointing HR and managers to create a ticket on the Service Desk portal to start the process. Is there a way to add / connect a ticket to parent ticket of a Parent Ticket created through a Process?
What I noticed is that if I start a process, the option to add existing tickets to it as a childs is not available and I see no way from the independent ticket to add an existing process ticket parent as the parent for the independent ticket.
For example, I have a process called New Hire that generates 4 child tickets:
- Parent = New Hire
- -- Child = HR Approval
- -- Child = Setup AD Account
- -- Child = Setup Computer
- -- Child = Setup Phone
As you can see, one of the child tickets is HR Approval. What is happening is HR is sending in and email saying Bob is hired with his approval form and then we end up generating a process that then asks them to reply that Bob is approved and please send his paperwork. (To which they reply "Duh, didn't you just get that?")
What I would like to be able to do is remove the HR Approval child ticket from my process so I only have the other 3 steps and just attach the ticket request from HR as another ticket in the process, however there does not seem to be a way to do this. In the independent ticket when I search the tickets that I can add as the parent, none of the process tickets are available.
Community Chosen Answer
Depends on how you look at it. A process or work flow is something that is repeatable and used over and over again with the same choices. If you are adding and subtracting, that isn't a process.
You can always submit a feature request to http://kace.uservoice.com/forums/82699-k1000