It seems everybody is using processes to handle the onboarding of users so that is what I'm trying to setup.

I'm struggling on how to handle the initial parent ticket that is created.  My first thought is the Parent ticket would be step 1 of the workflow, however since if the parent ticket is closed all the child tickets are closed this doesn't work.

So here is a simplified view of our workflow

  1. HR approves the hire
  2. Licensing verifies correct active license
  3. IT sets up accounts

What I want is 1 and 2 to be created as soon as the process is submitted.  Then step 3 and on will be created after 1 and 2 have been completed.  It seems the only way to accomplish this is step 1 and 2 need to be stage 1 child tickets and step 3 a stage 2 child ticket.  So where would I create the actual parent ticket?

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  • Hi MDS, Just curious if you have reviewed this KCS article
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Firstly, if you have the setting on your Knox, that closing the parent closes all children, then that will potentially mess up any process. 

Think of the new hire process in this way, the parent ticket is the master record, into the parent is entered all of the data required for all child tickets.

If logging the parent from a process the sub tickets will be created, ticket rules could copy data from the parent to the children and the tickets can be in any queue I.e. HR queue or IT task queue. You are correct log the first two as level one children so the final child will be created once they are closed.

When the final child is resolved that is the trigger to go back to the request or of the parent ticket to inform them all is done, then close the parent.
Answered 01/11/2016 by: Hobbsy
Red Belt

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