Other words, Say I have a ticket open in my projects queue. it is a project to refresh all equipment in an office...

I would like to have the process open main tickets and then have child tickets or other processes assigned to the tickets within the main process.

Process -  ticket 110 Open new Office

        Stage 1 - ticket 111 - Site Survey
                            a sub process or child tickets within ticket 111
                                    (stage1) Ticket 112 - check network drops
                                    (stage2) Ticket 113 - Check data room

         Stage 2 - Ticket 114 - Purchase Equipment
                            a sub process or child tickets within ticket 114
                                    (stage1) - Ticket 115 - get quote from vendor for PCs
                                    (stage2) - Ticket 116 - get quote converted to PO
                                    (stage3) - Ticket  117 - get PO signed by CTO
                                    (stage4) - Ticket 118 - send signed PO to vendor for purchase

and so on... I would like processes so that, for example ticket 114 would not kick off until ticket 111 is complete and of course ticket 111 can't be closed until 112 and 113 are complete. at that point ticket 114 would be assigned and all sub tickets would have to be complete before moving on to say 119 with its sub processes.  



1 Comment   [ + ] Show Comment


  • Short answer. No. You can only have single child tickets under a parent ticket. Can't create sub parents or sub-child tickets. At least today you can't but who knows what the world of tomorrow will bring.
Please log in to comment


So I've taken a few minutes to have a play on our test systems, the issue you have is that once a ticket is part of a process you are unable to use the option "Convert to a process" that is otherwise available for all other tickets.

This means that once a ticket is part of a process, be it a parent or child, you are then unable to make that ticket part of a second process.

This is probably due to the fact that Process ticket data are not held in the main HD_TICKET table but in the HD_SERVICE_TICKET table and the code is written deliberately to stop circular references etc
Answered 08/03/2015 by: Hobbsy
Red Belt

Please log in to comment
Answer this question or Comment on this question for clarity