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ITIL Help Desk Analyst Creating Parent/Child Tickets
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Creating Parent/Child Tickets
There are times when you might want to group tickets with one another. For example, when you have been working on a ticket for a while and have made some headway, but then you find that you need another service group to change a server or the alias table. In this case, you can create a child ticket from the Parent ticket that you have been working on.
All of the relevant information is copied to the child ticket, including the severity level and the time when the ticket should be closed to meet the SLA. When any changes are made to a child ticket, these changes are also documented in the Ticket History field of the parent. The parent cannot be closed until all the child tickets are closed. A parent/child ticket can also be used in new hires, termination, and moves. In these situations there are multiple service groups involved for a single request. A parent/child ticket can also be used for general project management to manage a firm-wide application upgrade. The parent ticket can contain a summary of the project, and each person that will receive the upgrade can be a child ticket.
Creating a child ticket is simple. When in a parent ticket, simply click the "Create child ticket" Actions link, and fill in the modal window form. The tickets will automatically be linked together.
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