Declined Suggested 9/20/2023 by Aaron Teplitsky
71
votesAuto-update parent ticket (for technicians only) when subticket is closed
It would be super helpful for us if, when a subticket is closed, a "for technicians only" update could be automatically posted on the parent ticket that says
"Subticket <number>: <title> has been closed"
This way, if one tech has the parent ticket and another has the subticket, the tech with the parent ticket would be able to easily notice activity on the ticket without having to rely on e-mail notifications.
Thanks very much.
Jen Hinkel
a new automation rule was just implemented that may help you with this!
1/8/2024 6:59 PM
Aaron Teplitsky
Yep, I had already implemented exactly this functionality by the time you posted that =) Thanks!
To anyone who is curious: to implement exactly this, go to Administration > Advanced > Automation rules, then create TWO rules.
The first rule:
1) When this happens:
- Triggered by another rule
- Launch immediately when triggered
2) and all of the following conditions are met:
- Status isn't closed
3) Do this:
Add this reply to the ticket:
"One of the subtickets attached to this ticket was closed." (mark reply as "for techs only")
The second rule:
1) When this happens:
- Ticket is closed
2) And all of the following conditions are met:
- Ticket is created more than 0hr 0min 1sec ago (you can put any condition here that will always evaluate as true)
3) Do this:
- Trigger this rule on PARENT ticket (if any):
-- select the first rule you created
The effect of this is that if any subticket is closed, and the parent ticket is still open, it will be updated with a "techs only" note. If there is no parent ticket, or if the parent ticket was already closed, there will be no effect.
If you would prefer, you can change the condition in the first rule to always evaluate true; this will always update the parent ticket, even if it was already closed (but, that will reopen the parent ticket).
Hope this helps someone!
To anyone who is curious: to implement exactly this, go to Administration > Advanced > Automation rules, then create TWO rules.
The first rule:
1) When this happens:
- Triggered by another rule
- Launch immediately when triggered
2) and all of the following conditions are met:
- Status isn't closed
3) Do this:
Add this reply to the ticket:
"One of the subtickets attached to this ticket was closed." (mark reply as "for techs only")
The second rule:
1) When this happens:
- Ticket is closed
2) And all of the following conditions are met:
- Ticket is created more than 0hr 0min 1sec ago (you can put any condition here that will always evaluate as true)
3) Do this:
- Trigger this rule on PARENT ticket (if any):
-- select the first rule you created
The effect of this is that if any subticket is closed, and the parent ticket is still open, it will be updated with a "techs only" note. If there is no parent ticket, or if the parent ticket was already closed, there will be no effect.
If you would prefer, you can change the condition in the first rule to always evaluate true; this will always update the parent ticket, even if it was already closed (but, that will reopen the parent ticket).
Hope this helps someone!
1/9/2024 12:10 PM
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