Creating and Viewing Sub-Ticket
This functionality allows registering a ticket with activities related to the original ticket.
Before getting started
It is necessary:
To register previously 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;
To register the portfolio with services and activities of request and incident;
To set the time of attendance for the activities of request and incident;
To link the activities of request and incident to the service contract;
Finally, to set the parameter 385 with the value 'Y'.
Procedure
- Access the Ticket Management functionality 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 the 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 "Show related" filter in the search area in 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.
🖊 Note: The sub-ticket can be reopened at any time, regardless of the status of the parent request (whether it is reopened or closed).