New Suggested 5/20/2019

33

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
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
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
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

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