I created a process called New Hire that guides the support tech through the required steps of the process. 

Stage  Title
1       New Account - HR Approval
2       New Account - Setup AD and Email
2       New Account - Setup user Phone
2       New Account - Print user information sheets

When I create tickets based on the new process the titles of the ticket stay "New Hire - xxxxxx".  Is there a way I can get the child tickets to append their title to the parent title instead of creating the same title over and over or having me edit 5 child tickets every time I create a parent?  For instance, change the child titles to

Stage  Title
1       - HR Approval
2       - Setup AD and Email
2       - Setup user Phone
2       - Print user information sheets

And when I use the process to create a parent ticket for "New Hire - Bob Smith" I get the child tickets:

New Hire - Bob Smith - HR Approval
New Hire - Bob Smith - Setup AD and Email
New Hire - Bob Smith - Setup user Phone
New Hire - Bob Smith - Print user information sheets

Thanks

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  • You can but it would require you to write a custom SQL code that updates all the children ticket. There isn't a quick easy option to set in the KBOX in doing things.
  • I have exactly the same question. If I figure something out, I will let you know. Right now I am digging into SQL, realizing how inexperienced I am at it. Good luck!
  • I have followed the directions below and it works well with one exception. EVERY time you save the parent ticket, it appends the title of the parent ticket to the child tickets. Is there a way to have it only do that once?? Forgive me if that's a bad question - I am unfamiliar with SQL scripting.
  • Yes. You can make the selection rule so that it only does it on NEW tickets. And in the Update rule you make sure it updates the status to In Progress or whatever you have for Statuses that are not new.
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Answers

1

It has been a while but I figured this out.  I created 2 custom ticket rules so that both a parent can push to a child and a child and a child can pull from the parent.  One is called Pull from Parent and the other is called Push from Parent. 

I also use one of the Custom Fields to block the auto updating when needed.  For that you label Custom Field 1 to "Block Auto Updating" and show that on your tickets.

With this I was able to do things like create a New Hire process.  I would title the parent ticket as "New Hire - [Name Here]" so HR just updates the name and then all the process steps are titled "- Setup AD and Email", "- Setup user Phone", "- Print user information sheets", "- Setup PC".  So what happens is the new parent ticket gets created called "New Hire- John Doe" and then I get all the child tickets created for the steps:

New Hire -  John Doe
New Hire -  John Doe - Setup AD and Email
New Hire -  John Doe - Setup user Phone
New Hire -  John Doe - Print user information sheets
New Hire -  John Doe - Setup PC

Any time I make a change to the parent, the child gets syncronized as long as the Custom Field 1 (disable automatic updating) is not checked off.

Here are the details:

Rule 1:

Title:Autoupdate Child Ticket - Pull from Parent
Notes:This will automatically update Child Tickets from the Parent when the ticket is saved.  The data is Pulled from Parent
Freqency: on Ticket Save
Select Query:
SELECT
HD_TICKET.ID,
HD_TICKET.TITLE,
HD_TICKET.HD_PRIORITY_ID,
HD_TICKET.HD_IMPACT_ID,
HD_TICKET.OWNER_ID,
HD_TICKET.HD_CATEGORY_ID,
HD_TICKET.CUSTOM_FIELD_VALUE0,
HD_TICKET.MACHINE_ID,
HD_TICKET.PARENT_ID
FROM
HD_TICKET PARENT, HD_TICKET
WHERE
PARENT.ID = HD_TICKET.PARENT_ID
AND HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1

Enable - Run and Update Query
Update Query:
UPDATE
HD_TICKET PARENT,
HD_TICKET
SET
HD_TICKET.TITLE = CONCAT(PARENT.TITLE," ",HD_TICKET.TITLE),
HD_TICKET.HD_PRIORITY_ID = PARENT.HD_PRIORITY_ID,
HD_TICKET.HD_IMPACT_ID = PARENT.HD_IMPACT_ID,
HD_TICKET.OWNER_ID = PARENT.OWNER_ID,
HD_TICKET.HD_CATEGORY_ID = PARENT.HD_CATEGORY_ID,
HD_TICKET.CUSTOM_FIELD_VALUE0 = PARENT.CUSTOM_FIELD_VALUE0,
HD_TICKET.CUSTOM_FIELD_VALUE1 = 1,
HD_TICKET.MACHINE_ID = PARENT.MACHINE_ID
WHERE
((HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1) AND (PARENT.ID = HD_TICKET.PARENT_ID) AND HD_TICKET.ID = <TICKET_IDS>)

Rule 2:

Title:Autoupdate Child Ticket - Push from Parent
Notes:This rule will update the Children Tickets when the Parent Ticket is saved.  This will look for whether or not updating on the ticket is enabled.
Freqency: on Ticket Save
Select Query:
SELECT
CHILD.ID,
CHILD.TITLE,
CHILD.HD_PRIORITY_ID,
CHILD.HD_IMPACT_ID,
CHILD.OWNER_ID,
CHILD.HD_CATEGORY_ID,
CHILD.CUSTOM_FIELD_VALUE0,
CHILD.CUSTOM_FIELD_VALUE1 CHILD_CUSTOM_FIELD_VALUE1,
HD_TICKET.CUSTOM_FIELD_VALUE1 HD_TICKET_CUSTOM_FIELD_VALUE1,
CHILD.MACHINE_ID,
CHILD.PARENT_ID
FROM
HD_TICKET CHILD, HD_TICKET
WHERE
CHILD.PARENT_ID = HD_TICKET.ID
AND HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1

Enable - Run and Update Query
Update Query:
UPDATE
HD_TICKET CHILD,
HD_TICKET
SET
CHILD.HD_PRIORITY_ID = HD_TICKET.HD_PRIORITY_ID,
CHILD.HD_IMPACT_ID = HD_TICKET.HD_IMPACT_ID,
CHILD.OWNER_ID = HD_TICKET.OWNER_ID,
CHILD.HD_CATEGORY_ID = HD_TICKET.HD_CATEGORY_ID,
CHILD.CUSTOM_FIELD_VALUE0 = HD_TICKET.CUSTOM_FIELD_VALUE0,
CHILD.CUSTOM_FIELD_VALUE1 = 1,
CHILD.MACHINE_ID = HD_TICKET.MACHINE_ID
WHERE
((HD_TICKET.CUSTOM_FIELD_VALUE1 <> 1) AND (CHILD.CUSTOM_FIELD_VALUE1 <> 1) AND (HD_TICKET.ID = CHILD.PARENT_ID) AND CHILD.ID = <TICKET_IDS>)

 

Answered 11/02/2013 by: JordanNolan
Third Degree Black Belt

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