Automatically populate child ticket field in a different queue than the partent child
We want to create child tickets based on an event in the parent ticket. The parent ticket being in a different queue than the child ticket. On creation we want data from specific fields in the parent ticket to be copied to corresponding fields in the child ticket. Does Kace support this? And / or how can we configure this?
In theory this should be possible but the SQL will be complicated. It also depends on what data you are updating and want to flow down to the child tickets. The key to the ticket rule will be to reference the HD_TICKET.PARENT_ID field to get the rule to update the correct tickets with the data you want.