Create and View Sub-Ticket
This functionality allows registering a ticket with activities related to the original ticket.
Before getting started
It is necessary to previously register the employee, contract, and unity. It is also necessary to link the group to the contract, unit to the contract and contract to the service.
Register the portfolio with services and activities of request and incident. Set the time of attendance for the activities of request and incident.
Link the activities of request and incident to the service contract. Set the parameter 385 with value "Y".
Procedure
- Access the functionality of the Ticket Management through the main menu Processes > Ticket Management > Ticket;
- Click on the ticket you want and select "Create sub-ticket" in the options menu;
- Complete all mandatory fields and click on "Save". The sub-ticket will be directed to the executor group defined in the activity link registration, to the executor group defined in parameter 9;
- Note that the system will send a notification e-mail about the creation, escalation, capture, close and other changes in the related tickets to the executor group of the main ticket.
- To search for tickets related, it will be necessary to select the filter "Show related" in the search area on the main screen of the functionality.
🖊 Note:
The sub-ticket has its own flow, therefore, it is not finished along with the closure of the origin ticket. It should, then, be executed and closed autonomously.
However, it can be reopened at any time, regardless of the status of the parent's request (whether it is reopened or closed).