KACE Product Support Question

How can a create a child ticket or a notification to another Tech after a ticket has been assigned and categoriized

12/04/2015 1402 views

What I would like to have happen:

New Unassigned Ticket - Ticket gets edit/assigned -  to Tech #1.

                                                                                            -  Tech #2 gets either a notification of ticket and the can do their own portion of work.

Tech#1 maintains ownership of the original ticket throughout process. (Start to Finish)

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All Answers

If the Tech #2 is always the same for the specific category you can use Category CC (settable where you define the categories).
Another solution is to use the Ticket CC field and enter there the email of the Tech #2.
They need to be owner of the queue to be able to manage the tickets.
 Kind regards
 Marco - StockTrader
Answered 12/07/2015 by: StockTrader
Red Belt

Can you use a service desk Process that creates ticket two?

You can also create a rule that checks for Ticket 1 being assigned or set to a specific status and emails Tech #2.

Answered 12/07/2015 by: chucksteel
Red Belt

i would agree with Chuck, set up a process to sort this out, and then you can manually opt to "Convert to a process" from the choose action menu on the occasions that you need a child ticket for the second tech. We used this approach really well for Change Management for a customer recently
Answered 12/11/2015 by: Hobbsy
Red Belt

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