Best Practices Question
Service Desk Processes: Ticket rule to stop a child ticket from starting
08/11/2015 1608 views
I have created a process in service desk for new hires. I have also created a new queues that are going to different ticket owners. I guess that is besides the point. My question is this: Can you create a rule that will stop a ticket in the process before it even creates a ticket number?
For example: HR chooses No on a custom field if a person doesn't need a business card. There is a ticket somewhere in the process that doesn't need to be created because of this choice. Can I get this ticket be skipped in the process?
Would I only be able to do this through a custom ticket rule that is set off because of this that closes it after the ticket is opened?