For instance I have a process for new hires that currently has the below parent/child tickets:
New Hire --> Create Active Directory Account
-->Assign IT asset/computer
-->Create user profile on computer
What I would like to be able to do is break this down in a more punchlist style to do list so that nothing is missed and have:
New Hire --> Create Active Directory Account --> Assign login script
--> Assign and create home folder directory
--> Force change password at login
--> Assign IT asset --> Ensure user and asset information are in KBox
--> Load appropriate image onto asset
--> Crate user profile on computer --> Setup Outlook
--> Map network drives
--> Install printers
With this type of process there would be no question of something being missed or forgotten, ensure complete accountability, and keep the entire process associated with a particular new user grouped together.
A question that came to mind when reading your response was if I make a child ticket a parent with its own children and I need a report or documentation showing the overall process was completed is there a way to generate it. What I mean is will all information pertaining to the overall parent, child, parent/child ticket relationship and linked information be retrievable. Part of our SOX compliancy is providing documentation showing the requests, approvals, and steps completed for the new hire process.
I have a similar problem. I need a Process which creates a Parent ticket with three children. Then I need one of those Children to create a child of it's own.
When setting up the process the Parent ticket gives me the option to "Save and Create Child" but the Child only gives me the option to "Save and Create ANOTHER Child". This word "another" which makes me think that the Child is not creating a Child of its own but rather it's creating a Sibling.
What makes me suspect this even more is that I have a custom ticket rule running on the Grandchild which is supposed to update its Parent ticket but instead, updates its Grandparent ticket.
So, my question is how do I create a Grandchild automatically through a Process, which creates a true Grandchild and not a Parent?
I knew I could create the parent with child tickets for each of the different phases and give each set of child tickets the same staging number so that in a way they are grouped together. I just thought it might be possible to do it the way I originally asked to keep things in logical sequence and relationship of the ticket process.....at least in my mind.
so that the conversation will remain readable.