Implemented Suggested 5/20/2019 by Jon Soldo

52

votes

Sub-Tickets

Good morning,


My team is missing a key feature from your software that they are accustomed to in SpiceWorks… creating Sub-Tickets.


 

Sub-Tickets


  • Leverage the existing data structure you have for “Linked” tickets
  • Admin -> General Settings Page
    • Add a checkbox for “Allow Sub-Tickets” and default it to unchecked so you don’t disrupt your current users
      • This would enable / disable the nesting of linked tickets on the main grid
  • Tickets Main Grid Page
    • Group together and nest / indent tickets that are linked (sample image attached)
    • “Master” ticket on the top of the group, all others underneath
    • All sorting would relate only the Master ticket, the group of tickets would always stay together
  • Ticket Details Page
    • Add a checkbox for “Is Master Ticket” (this would determine which one is the parent (top most) on a group of linked tickets)
      • If no ticket is selected as “Master” I would simply do the oldest ticket
    • Only one master allowed per group


Thanks,

Jon


avatar Andreas
The Sub-Tickets option and functionality would certainly be great feature and functionality.
6/18/2019 1:43 AM
avatar Michael Milnes
Agreed. This could be used in cases where something goes wrong and the ticket queue is flooded from customers. And when the issue is resolved, update the master ticket (and follow up with the child tickets)
6/19/2019 9:04 PM
avatar Alex Tech
So the only actual functionality is to show linked sub-tickets in the grid?
7/10/2019 4:21 AM
avatar Jon Soldo
Alex, yes please. If linked tickets could show on the main grid, but nested / indented under the parent ticket, that would be awesome! Seems like many other people want this feature as well. I spec'd it out pretty well in my initial request.

Thanks,
Jon
7/10/2019 12:00 PM
avatar Jon Soldo
To reiterate the master ticket idea:

Add a checkbox for “Is Master Ticket” (this would determine which one is the parent (top most) on a group of linked tickets)
If no ticket is selected as “Master” I would simply do the oldest ticket
Only one master allowed per group

Thanks,
Jon
7/10/2019 12:01 PM
avatar Mark Gabb
As a point with sub tickets per haps the ability to add notes to all tickets and close all tickets as a group?
7/25/2019 5:37 PM
avatar Alex Tech
We are leaning towards NOT basing this on the "linked tickets" module but rather building new functionality. A "Ticket-Subticket" relationship is more flexible and clean, than adding more complexity to linked tickets. Also allows multi-level nesting
8/19/2019 11:40 AM
avatar Mark Gabb
@alex, this sounds even better to me, also expands and allows for it be used for project management as well, you can then use it for subtasks and things that have to be completed, our work would love this option
8/25/2019 7:36 AM
avatar Alex Tech
The first very basic beta is already out in our SaaS version. Nothing in the grid yet, but you can see the subtickets "tree" in the ticket details section. Will keep working on it.

https://twitter.com/jitbithelpdesk/status/1166800314445586433

I'll leave the idea open for now.
8/28/2019 4:24 PM
avatar Mark Gabb
@alex will this be available on the on prem version any time soon?
9/4/2019 10:51 PM

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