Hello together,

today i will use the Processes under ServiceDesk.

I create a Process with for example 1 Parent-Ticket and 3 Child-Tickets.

If i go to the Service-Desk an "say" New Ticket and start the Process then the Parent- and Child-Tickets add to the Servicedesk and have the Status "New"

That is already right. But i will in the Parent-Ticket define some things/variabels


For example:

AD-User (Yes or No) = YES

Smartphone (YES or No) = NO

Now i will be have a Ticket for the IT-Helpdesk how contains that they add a AD-User

For the smartphone i dont want a ticket. But if smartphone has the value YES, a Ticket is required.

I want all in one Process but i dont know how!

My Idea is to add a new Queue with for example smartphone@company.com. If the Value of yes it send a Mail with the Userdata to the Smartphone@company.com an a new Ticket will be open.

Thats ok but not fine or what think you ?

The best solution is one Process with all Tickets for this Companyprocess. Then only when all Childprocces been closed the Approver can close the Parentticket.

Thank you for youre help.




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  • This is the only question I can find on this topic, and the method used to solve it seems to no longer work. Kace will no longer open a ticket on an email sent by the the kace box itself?
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Answer this question or Comment on this question for clarity



I have find the option to set a stage to the child-tickets. Now the difficult thing is the child-tickets to give them vars from other tickets the stay over them.


Answered 11/20/2013 by: Johnzko
Orange Senior Belt

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see solution here:


Answered 11/21/2013 by: Johnzko
Orange Senior Belt

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