I created some processes for New Hires and Terminations and other requests but it is a pain to have to keep pointing HR and managers to create a ticket on the Service Desk portal to start the process.  Is there a way to add / connect a ticket to parent ticket of a Parent Ticket created through a Process?

What I noticed is that if I start a process, the option to add existing tickets to it as a childs is not available and I see no way from the independent ticket to add an existing process ticket parent as the parent for the independent ticket.

For example, I have a process called New Hire that generates 4 child tickets:

  • Parent = New Hire
  • -- Child = HR Approval
  • -- Child = Setup AD Account
  • -- Child = Setup Computer
  • -- Child = Setup Phone

As you can see, one of the child tickets is HR Approval.  What is happening is HR is sending in and email saying Bob is hired with his approval form and then we end up generating a process that then asks them to reply that Bob is approved and please send his paperwork. (To which they reply "Duh, didn't you just get that?")

What I would like to be able to do is remove the HR Approval child ticket from my process so I only have the other 3 steps and just attach the ticket request from HR as another ticket in the process, however there does not seem to be a way to do this.  In the independent ticket when I search the tickets that I can add as the parent, none of the process tickets are available.

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Community Chosen Answer



Depends on how you look at it. A process or work flow is something that is repeatable and used over and over again with the same choices. If you are adding and subtracting, that isn't a process. 


You can always submit a feature request to http://kace.uservoice.com/forums/82699-k1000


Answered 12/30/2013 by: nshah
Red Belt

  • I would have to side with nshah on this one. The point of the process is to have a series of tickets kick off in a repeated fashion when the first criteria is met. Maybe the best thing to do is to have multiple processes to match for some of the variables you want, but to have a process that is ever changing-adding to itself kind of defeats the purpose.

    My 2 cents :/
    • Sure, but how do you incorporate the request to start the process into the process when the request could come from anywhere? In an audit, adding a comment "HR says so" does not fly. They want the ticket.

      One of the reasons I want to add that ticket into the process is because I can design a SQL report that will give me all the data from all the tickets in one report by linking the parent and child tickets.

      Looks like I am going to have to use one of the custom fields to add the requesting ticket ID and do some form of a union query. Kind of messy, but do-able.
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Answer this question or Comment on this question for clarity



You should be able to open the process under configuratoin. Click on the ticket for HR Approval and then delete it out of the process if you wanted to. 


Answered 12/30/2013 by: nshah
Red Belt

  • Sure, but that is not the goal. The goal is after I do that I want to be able to add a ticket on the fly to the set of tickets created by the processs. In the example above I could remove the HR approaval ticket from the process and just have:

    Parent = New Hire
    -- Child = Setup AD Account
    -- Child = Setup Computer
    -- Child = Setup Phone

    But I want to add the HR approval ticket to this set after the process creates the 4 tickets.
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Processes are indpenedent of the manual parent/child process. The quick way would be to open the parent and click the save and create child ticket to make one that way. 



Answered 12/30/2013 by: nshah
Red Belt

  • It seems like a major flaw not to be able to add to the process.
    • Can always add it to the KACE user voice.

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