Help Desk Processes

Is it possible to, in a process, to transfer information from a parent ticket field to a child ticket field?

For example, a new employee process the manager fills out the parent ticket with information about the new employee. Some of the fields in the parent ticket gets transferred to a child ticket that goes to creating a user account for the new employee.

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Answers (3)

Posted by: dchristian 12 years ago
Red Belt
You can do this with custom help desk rules.

You'll be able to link the child tickets to the parents using the PARENT_ID field on the HD_TICKET table.
Posted by: londeaux 12 years ago
Second Degree Green Belt
Is there an example of how this works. I'm not an SQL person.
Posted by: dchristian 12 years ago
Red Belt
Here is a link for the support site talking about custom inventory rules. Off topic but will at least get you familiar with the tables needed.

W3Schools is a good starting point if your trying to learn SQL.
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