Parent/Child/Grandchild Tickets?
Is it possible to create grandchild tickets for a process?
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
etc etc
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.
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
etc etc
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.
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Answers (8)
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Posted by:
airwolf
13 years ago
Children can also be parents. In your scenario, the "grandparents" would have no idea that the "grandchildren" exist, and vice-versa. The only relationship is between parent/child. You can have as many levels of parent/child as you want.
Posted by:
rspencer
13 years ago
OK I understand that you can make child tickets parents but it is a manual procedure to do so and you don't get to have the overall work flow process needed to ensure techs complete all procedures in the process.
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.
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.
Posted by:
airwolf
13 years ago
You could generate a custom SQL report linking parents to children to children to children, and so on.
Have you looked into creating Workflows? The KBOX now has this feature.
Have you looked into creating Workflows? The KBOX now has this feature.
Posted by:
rspencer
13 years ago
Where are workflows at? I haven't seen them on my KBOX 1000 and didn't get training on them
Posted by:
svargas
11 years ago
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?
Posted by:
airwolf
13 years ago
Oh, sorry. I just skimmed your original post. Processes = workflows. Same thing. I thought you were just talking about the parent/child/child relationships... but now I see you meant in relationship to processes/workflows.
Posted by:
JesseLara
13 years ago
This looks like a job for a "process" as opposed to creating individual tickets with children, that are also parents. You can then be sure certain steps are done before allowing other steps to be started. This will also keep all of the work done contained within that one "process" parent ticket ( If I recall correctly ).
Posted by:
rspencer
13 years ago
I am working on this in the process creation are.
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.
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.
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