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Is there any such thing as a "conditional" child ticket?

Using a KACE SMA Service Desk process (formerly workflow), is there any way to generate (or not generate) a child ticket based on data from the parent ticket?

Real world example -- we're using a process for onboarding employees.  One of the questions the supervisor has to answer on the parent ticket for the incoming person is whether or not they should be included on our School's cell phone plan.  The parent ticket generates multiple child tickets, including one for "discuss cell phone options with new employee" that is assigned to me.

When I get one of these tickets, I look at the data that is passed from the parent ticket.  If the response to the cell phone question is "No," I immediately close the ticket -- no further work is required.  (if the answer is yes, then I proceed down a different pathway.)

But I really don't need this child ticket to be generated at all if they answer no to that question.  And there's a similar situation for our OFFboarding process.

So -- any way for KACE to conditionally generate child tickets based on parent ticket data?  I think the answer is no -- I can't find any functionality that looks like this -- but maybe I'm missing something.  Thanks in advance.


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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt
0

The way that you have configured KACE to work is the only way that I have managed to achieve anything similar. In short the ability to have a process that only generates the tickets that are required, based on the answers in the parent ticket, is just not possible. For one customer I set the process up so if the child ticket were not required it closed automatically within 15 mins and also did not port the data down from the parent ticket, but there is no way to selectively open a ticket based on the parent that I have found, (and I've been working with this stuff for nearly 12 Years!!!)


Comments:
  • Thanks. Our volume isn't so large that this is a real problem, but I'm just trying to set things up in the most logical way possible. It bothers me that this isn't doable.

    For your solution, did you just set up a Ticket Rule that looked for the proper criteria and closed the irrelevant child ticket(s)? - erzeszut 1 month ago
    • Correct, so create all child tickets and close those not required - Hobbsy 1 month ago

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