Is it possible to set a ticket in one queue as a parent to a child ticket in another queue?  When I tick "Allow this ticket to be a parent", it is only available to be assigned to tickets in that same queue.  Am I doing something wrong?  I can't figure this one out.




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The one way I am familiar with going across queues is using Processes.  You define you parent and child tickets and then when you hit the New button in the Tickets screen, you will see your defined processes listed.  To set these up, go to Service Desk > Configuration > Processes.  When you click on New Ticket Activity (in the Child Activities section), the first screen that comes up is Select a Department, where you specify in which queue you want the child ticket to be created.  You can setup as many child tickets as you like for each parent ticket - I'm using Processes for user change tickets, as documented here:


I am not aware of a way to change an already created ticket's queue via the GUI, but you could use a custom ticket rule to do this.  Personally, I would target the specific ticket number (HD_TICKET.ID) in the Select query and then specify the queue you want to use (via HD_TICKET.HD_QUEUE_ID) in the Update query.

If you are relatively new to MySQL and ticket rules, my suggestion would be to use the ticket rule wizard to create a rule based on your criteria and tweak it from there.  Go into Helpdesk > Configuration > Departments > click on your queue > scroll down to Custom Ticket Rules and click on Customize > Choose Action > Add Ticket Rule > create a dummy rule with whatever values you want (i.e. Machine = dummytest, Title - change value to - dummytest2).

From here, go to the last line of the Select query and adjust the dummy line you specified above to HD_TICKET.ID = # (the ticket number you want to target).  If you want to hit multiple tickets, you could use a REGEX statement like this - HD_TICKET.ID rlike 123|456|789...  Then do the same for the Update query, replacing the dummy line with HD_TICKET.HD_QUEUE_ID = # (the queue number you want to it to use).

I'd strongly recommend running this through the MySQL Query Browser first, to make sure the ticket rule is hitting the tickets you intend.  If you need a basic intro to MySQL queries (including how to setup & use the MySQL Query Browser), see if this might help:


Same idea for assigning parent relationships (and queues really shouldn't matter) - target HD_TICKET.PARENT_ID and specify the parent ticket's ID number for the child(ren) ticket(s) and set the HD_TICKET.IS_PARENT value for the parent ticket itself to 1.  If you have any existing parent-child tickets, run SELECT * FROM HD_TICKET H in the MySQL Query Browser to see these columns and the relation between the parent and child tickets that I'm attempting to explain.


Answered 07/19/2012 by: jverbosk
Red Belt

  • You can move tickets between queues in the GUI as long as you are not looking at multiple queues. If you look at active tickets across all your queues, the Choose Action pull-down is limited, but if you switch to a specific queue via the View By: pull-down menu, you will see you have many more bulk editing options for the tickets in the Choose Actions pull-down, including "Move to queue".
  • You can also move a ticket when viewing the ticket. Click Ticket Actions and then move it to the desired queue.
  • Good to know, thanks! Haven't needed to do this yet, but I'm sure it'll come in handy later.

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I don't believe you can assign parent-child relationships between tickets in different queues.  You might be able to assign it within a queue, and then move one of the tickets to another queue without breaking the relationship, but I haven't tried and would be concerned that features like auto-close child on parent would stop working even if moving it worked.

Answered 07/19/2012 by: philologist
Red Belt

  • I had forgotten processes. See Jverbosk's answer.
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