Okay, So I want to set up the service desk with processes, PArent Child tix. I would like for the following to happen, heres my example

Manager puts in a new emplyee request, with all needed, items, (laptop, Blackberry, MS project, terminal sever access). I would like certain child tix to be created if for say the users needed the terminal server access. it will notify that guy, but if terminal server access is not applied it will go on to the next child tix.

I would like to have mutiple variables in this, due to certain items come from different depatments and every employee does not get the same stuff

Does this make sense. Im sure there is a ticket rule? but please be easy on me, I am new to ticket rules, and or scripts.

Dont worry Im signing up for the november boot kamp and konference, hopefully I can learn this thing in side and out

Thanks for your help in advance

Ben,
KACE sys admin
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  • I have the same issue. Is there any answer to this? Thanks.
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I believe I have a similar situation. I'm brand new at this as well and will be there in November! We have a new hire process that has multiple stages. I would like to know if a child ticket can be created upon closing one of the stage 2 tickets (for example) that is either independent of the stage completion requirements or will create a ticket in another stage further along in the process.
Answered 09/21/2011 by: SCIIT
Senior Yellow Belt

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You need to create custom ticket rules in the Queues where the child tickets are going to go to close the tickets that are not used.

In the example below if custom field 10 is empty in the parent ticket then the child ticket will be closed.
I have another rule in a different queue that will close the ticket if a different custom field is empty.

SELECT:

select C.ID, C.HD_QUEUE_ID,
P.CUSTOM_FIELD_VALUE10
from HD_TICKET C, HD_TICKET P
where P.HD_QUEUE_ID = 9
and C.HD_QUEUE_ID = 8
and P.ID = C.PARENT_ID
and P.CUSTOM_FIELD_VALUE10 = ''
AND P.CREATED > DATE_SUB(NOW(), INTERVAL 5 SECOND)

UPDATE:

UPDATE HD_TICKET C, HD_TICKET P
SET C.HD_STATUS_ID = 61
WHERE P.ID = C.PARENT_ID
and C.HD_QUEUE_ID = 8
and P.HD_QUEUE_ID = 9
AND C.ID IN (<TICKET_IDS>)

P = Parent Ticket
C = Child Ticket
Queue 9 = where parent ticket is
Queue 8 = where child ticket is

The last line in the select statement ensures that it will only close tickets the first 5 seconds of ticket creation. Don't think it's needed but it's an extra safeguard.

Rule is set up in queue 8
Answered 09/11/2014 by: h2opolo25
Red Belt

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