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05/30/2019 261 views

So I would like to use a Process in Service Desk for when we have new hires and need to have a number of tasks completed setting them up. Now, not all employees need all of the tasks.

I am trying to have my cake and eat it too by having all of the child tickets with all of the tasks available, but is there a way during the creation of a process ticket to disable some of the unneeded child tickets?

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So this is quite a common question, I have a process that creates 4 child tickets but not every child ticket is required so how do I control this?? The only way we have managed to do this is to have ticket rules at the child level that close tickets that are not required within the initial 15 minutes of logging. The only way this can work is if the logic is held at the parent level and data is passed into the child to identify if the ticket is valid or needs to be closed.

You can also configure rules so that data is only copied from parent to child if the ticket is to be left open so you don't have to worry about access to data

Also if you close the unwanted child tickets in the same every time, when you come to run reports on ticket volumes, for example, you stand a chance of excluding those unwanted tickets from the stats.

Happy to share how we did this but it is probably too much information to add to IT ninja at this stage, but feel free to get in touch

Answered 05/31/2019 by: Hobbsy
Red Belt