In this guide we will cover:
– Setting Rules on Child Ticket Creation
– Applying it to a Ticket/Project
Associated Admin Guides:
Related Guides:
Setting Rules on Child Ticket Creation
In Configuration > Tickets > Templates, you can create a ticket template as normal to act as the parent ticket. I am using a Project in this example, but you can use whichever type you wish.
In the "Children" tab of the ticket template, you can set child tickets to be created from child templates, as well as any rules/conditions for their creation.
Fig 1. Children tab on a ticket template.
To create a child template, go to Configuration > Tickets > Templates, and change this dropdown in Fig 2 to "Child Template". You can then create a ticket template like normal.
Fig 2. Child Template entity dropdown.
In the Children tab you can then press the "Add" button, and select the Child Template you made in the dropdown.
Note: You can only add one of each kind of child template, so you will need to create a new template for each ticket you wish to create. This will also allow you to fully customise its contents, but can be identical if you wish. The "Clone" button at the top of the template is helpful to create multiple similar templates easily.
Fig 3. Add Child Template selection.
Upon clicking the "Save" button, you will go back to this screen and see the ticket template appear in the table. You can then set rules/conditions on its creation by clicking the plus icon highlighted in Fig 4.
Fig 4. # of Rules column.
In the popup that appears, select "Create when a drop down custom field is selected (Multi Select)" and choose the field you want to base creation off of. I am using this custom field titled "Software".
Fig 5. Add Rule screen.
Upon saving again, you can then add the value that the rule is based off of. If this value is selected as part of the multi-select field options, the child ticket will be created.
Fig 6. Add criteria screen.
Once this is saved, you can use this dropdown arrow to show the conditions set against the template, and edit them with the pencil icon that appears on the far right of the dropdown text.
Fig 7. Rule dropdown.
Applying it to a Ticket/Project
Now, let's apply the parent template we made to a ticket. I used the "Apply a Template" button at the top to apply a template upon logging, but you can set the template on ticket type if you wish.
Fig 8. Logging the ticket with the template applied.
When logging the ticket, I have set the "Software" field to "Apple QuickTime" and "Business Objects", which should satisfy the (a) and (b) child tickets, but not (c).
Fig 9. Selecting the values for (a) and (b) in the multi-select field.
Upon logging, we can see the (a) and (b) child tickets have been created, but not (c) as we did not add "Cisco WebEx Productivity Tools" to the multi-select field, which was the rule for that child template.
Fig 10. Child tickets created from the templates.
The "Project Plan" tab shows the templates and whether they have been created on the right hand side, with a link to the ticket within the number.
Fig 11. Child tickets with conditions and whether they have been created or not.
We can then click into the (a) child ticket, and see the system has opened this with the summary, details, and other information that can be set on the ticket template.
Fig 12. Child ticket created from the template and rules.
