I have created 3 tickets:

#1522 (IT Setup) with 2 child (#1523 - Windows Logon, #1524 - Email act) --> set #1507 as Parent
#1512 (Banking Setup) with 4 child (#1514-Act reqrd, #1515-Cash Box Reqrd, #1520-DRVA Access, #1521-CVIEW Access) --> set #1507 as Parent
#1507 (NEW Hire-Setup Required) --> this is the parent with 2 child (#1522 above and #1512 above)

I have created a 'process' called NEW HIRE and set parent to be 'PARENT-New Hire' that I created.
Now when I go to create a process (instead of a ticket) it creates but there are no 'child' entries as I think there should be.

I have tried the Help Desk and still waiting for a reply to get some help documentation.  I have been searching including Kontinuing video for info.  I found a basic video but I need more now. 

Thanks for any help you can provide in advance.  I would appreciate it to get this going.

 

0 Comments   [ + ] Show Comments

Comments

Please log in to comment

Community Chosen Answer

3

After you create teh Parent - New Hire ticket you then click on Save and Create Child and startes to creat child tickets under the parent. Once you have created all the parent tickets, you then click on Save and Process.

 

All you did there was just create the parent, hence why you don't see anything else. 

Answered 08/20/2012 by: nshah
Red Belt

  • Unless I am wrong - thats what I thought I did. I created a ticket #1522 (above) and then added child and clicked 'save & create achild' . Created Ticket #1512 (avove) and then added child by selecting 'save & create child'.

    When I click on Ticket#1507 that I created with childs I see '2 childs' and expand and everything looks right.

    Then I startt a 'new process' and it creates it and sends to HelpDesk que but when I open it it doesnt show any childl details that are required.

    Am I not supposed to see ?
Please log in to comment

Answers

1

I have you looked at the documentation with the kbox? You can go to it by clicking help and selecting Service Desk User Guide under the K1000 Series Documentation. In the documentation go to Service Desk> Customizing Service Desk Tickets> Setting up parent/child ticket relationships.

Hope that helps.

Answered 08/20/2012 by: darkhawktman
Green Belt

  • Yes I have. I dont have a problem just creating process with 4 child activities within that process but am having a problem creating with 'parent and child' it looks like.
Please log in to comment
Answer this question or Comment on this question for clarity

Share