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Add Subtasks when ticket changes teams

  • April 24, 2023
  • 15 replies
  • 181 views
dbindschusz
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Hi All, 

I have a fairly specific task I am trying to accomplish and I haven’t been able to find the right options to make it work. Here’s the details:

I have two teams: “HR Investigations” and “HR Changes”

When a ticket is created for HR Investigations it gets several subtasks for that team. 

After the investigation is complete, one of two things happens. Either the HR Investigation team resolves the ticket on their own OR the ticket is passed to HR Changes to complete other tasks. 

It’s at this point I’d like a rule to create additional subtasks when the ticket is passed from the HR Investigation team to the HR Changes team.

I haven’t found a way to do a trigger “When Team switches from XXX to YYY”. I tried using the “When Ticket Updates….” trigger and selecting Team= HR Changes but that resulted in subtasks being generated over and over on the same ticket so that wasn’t any good.

Any suggestions on the easiest way to do this?

Thanks in advance!

 

Best answer by dbreault

@dbindschusz

 

Hmmm, I see what you mean.  Okay, how about trying this:

-Create a ticket template for HR Changes - add your additional subtasks here

-In the original HR Invest rule, add a subticket that opens the HR Changes ticket template that you just created and maps all the parent ticket info into the new subticket.

-Have that subticket assigned to HR Invest and NOT HR Changes at this time.

 

If HR Invest is able to resolve everything on their own, then can just resolve/cancel the HR Changes subticket.

If HR Invest decides it needs to go to HR Change, they can reassign the subticket to them and all the necessary data will already be attached to it. If this happens, I think it would mean that the parent ticket needs to stay open until HR Changes is finished with their tasks, but you could create a new status (something like “With HR Changes”) so that HR Invest can easily identify which tickets those are.

 

I’m just throwing ideas out there. Hope this one works for you.

15 replies

Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • April 25, 2023

@dbreault Wrote this wonderful article about something similar, and I am hoping she has an idea to get your workflow up and running. 😄

 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
Hannah Bailey
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  • Hannah Bailey
  • iiQ Community Manager
  • April 25, 2023

@dbindschusz - 

So are you wanting subtask to generate for the HR Change Team on the same ticket? Or to generate a whole new ticket for them?

 

 

Hannah Bailey - Director, Customer Engagement
D
Contributor
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  • dbreault
  • Contributor
  • April 26, 2023

@dbindschusz 

 

A suggestion would be to set up a rule that fires when the first rule is resolved.

Create a custom boolean field something like “Transfer to HR Changes”.

When HR Investigation decides that the ticket needs to be transferred, they would check that checkbox first and then resolve the ticket.

Set up a rule that fires when HR Investigation resolves a ticket and the “Transfer to HR Changes” is checked. In the rule, create a new ticket and assign it to HR Changes and add the additional subtasks that you need.

I haven’t done something like this myself, but I think with some adjustments it should be able to do what you need it to do.

 

 

 

dbindschusz
dbindschusz
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  • dbindschusz
  • Author
  • Observer
  • April 26, 2023

@dbindschusz - 

So are you wanting subtask to generate for the HR Change Team on the same ticket? Or to generate a whole new ticket for them?

 

 

On the same ticket ideally. 

dbindschusz
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  • dbindschusz
  • Author
  • Observer
  • April 26, 2023

@dbindschusz

 

A suggestion would be to set up a rule that fires when the first rule is resolved.

Create a custom boolean field something like “Transfer to HR Changes”.

When HR Investigation decides that the ticket needs to be transferred, they would check that checkbox first and then resolve the ticket.

Set up a rule that fires when HR Investigation resolves a ticket and the “Transfer to HR Changes” is checked. In the rule, create a new ticket and assign it to HR Changes and add the additional subtasks that you need.

I haven’t done something like this myself, but I think with some adjustments it should be able to do what you need it to do.

 

 

 

I really like this idea! But….the one thing that might be a sticking point….The new ticket generated by the rule wouldn’t have any of the specific ticket info from the previous ticket, would it? For example, if the HR Investigation ticket body said “We are Terminating John Smith effective 05/01/23” then when it’s resolved….that info wouldn’t be included in the newly generated ticket for HR Changes I don’t believe. Which is what I would need to happen. That’s why I am attempting to do this all in one ticket.

dbindschusz
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  • dbindschusz
  • Author
  • Observer
  • April 26, 2023

@dbreault Wrote this wonderful article about something similar, and I am hoping she has an idea to get your workflow up and running. 😄

 

Darn. I can’t seem to get into that link. I even tried to search it manually in the forum, found it...but it keeps giving me a “Too many redirects” error. :( 

Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • April 26, 2023

@dbindschusz We have reached out to support to see the problem with the article. I apologize for the delay in information to you. 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
D
Contributor
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  • dbreault
  • Contributor
  • Answer
  • April 27, 2023

@dbindschusz

 

Hmmm, I see what you mean.  Okay, how about trying this:

-Create a ticket template for HR Changes - add your additional subtasks here

-In the original HR Invest rule, add a subticket that opens the HR Changes ticket template that you just created and maps all the parent ticket info into the new subticket.

-Have that subticket assigned to HR Invest and NOT HR Changes at this time.

 

If HR Invest is able to resolve everything on their own, then can just resolve/cancel the HR Changes subticket.

If HR Invest decides it needs to go to HR Change, they can reassign the subticket to them and all the necessary data will already be attached to it. If this happens, I think it would mean that the parent ticket needs to stay open until HR Changes is finished with their tasks, but you could create a new status (something like “With HR Changes”) so that HR Invest can easily identify which tickets those are.

 

I’m just throwing ideas out there. Hope this one works for you.

dbindschusz
Forum|alt.badge.img+2
  • dbindschusz
  • Author
  • Observer
  • April 27, 2023

@dbindschusz

 

Hmmm, I see what you mean.  Okay, how about trying this:

-Create a ticket template for HR Changes - add your additional subtasks here

-In the original HR Invest rule, add a subticket that opens the HR Changes ticket template that you just created and maps all the parent ticket info into the new subticket.

-Have that subticket assigned to HR Invest and NOT HR Changes at this time.

 

If HR Invest is able to resolve everything on their own, then can just resolve/cancel the HR Changes subticket.

If HR Invest decides it needs to go to HR Change, they can reassign the subticket to them and all the necessary data will already be attached to it. If this happens, I think it would mean that the parent ticket needs to stay open until HR Changes is finished with their tasks, but you could create a new status (something like “With HR Changes”) so that HR Invest can easily identify which tickets those are.

 

I’m just throwing ideas out there. Hope this one works for you.

@dbreault I like how you think! I’ll play around with that. That sounds like it could work. I’ll let you know how it goes.

Hannah Bailey
D
Kathryn Carter
Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • April 27, 2023

Way to go @dbreault for getting a workaround that will work! I have loved watching the collaboration between you and @dbindschusz 😄

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
Hannah Bailey
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  • Hannah Bailey
  • iiQ Community Manager
  • May 1, 2023

@dbindschusz - That article is now available to review 
 

 

Thank you @dbreault for helping out with this workflow! @dbindschusz When you get this set up, I and the community members would love to hear and see how you got this workflow configured 😃

Hannah Bailey - Director, Customer Engagement
dbindschusz
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  • dbindschusz
  • Author
  • Observer
  • May 1, 2023

So we have been working with the new setup that @dbreault suggested for a couple days now and so far so good.

  • I created a rule for when the ticket is created for an HR Investigation issue type it would:
    • Assign the ticket to the HR Investigation team
    • Add the appropriate subtasks for that team
    • Add a sub ticket to handle the possible Termination tasks. ( assigned to HR Investigation team temporarily until the investigation is complete.) 

This gives the HR Investigation team the option to cancel the Termination subticket if no terminiation is needed OR reassign it to the HR Changes team if the investigation results in a termination.

This also allows the HR Changes team to refer to the parent ticket to see the details of Termination only when it’s finalized.

 

Thanks again for the help! 

Hannah Bailey
D
Kathryn Carter
Kathryn Carter
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@dbindschusz Love this!! Thank you for sharing!!

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
Hannah Bailey
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  • Hannah Bailey
  • iiQ Community Manager
  • May 1, 2023

Thank you for sharing @dbindschusz 😁

Hannah Bailey - Director, Customer Engagement
Kathryn Carter
D
Contributor
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  • dbreault
  • Contributor
  • May 2, 2023

@dbindschusz

Glad to hear it worked! Thanks for letting us know.

Hannah Bailey
Kathryn Carter
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