Hey @brett.eckler 
You have to create ticket template(s) to apply subtickets via the rules engine. Here is the help guide regarding subtickets: 

The 7 subtickets, is it one ticket per school? Or 7 subtickets per school?

the 7 tickets is one ticket per school.  do i need to create 7 templates? 

@brett.eckler 
Yes, you would have to create 7 ticket templates and apply the different locations for each. Then go into rules and add those ticket templates as subtickets. 

So i can’t create one template, have it be applied to all 7 schools and assign it to the appropriate person at each school in the rule?

Seems weird id have to create 7 templates that are identical except going to different schools.  

@brett.eckler 

It does seem a little weird having to create multiple ticket templates. Currently is this the only way to achieve your workflow for one parent ticket with multiple subtickets for each location.  

This would be a great enhancement and idea, in our idea exchange: 

https://community.incidentiq.com/ideas

@Hannah Bailey i have another question on subtasks, can you create a subtask off of a template? i just want them to check off the fact that they did these 5 things as asked of them.

I have a template set up to go to 7 locations.  (they currently get assigned to me, but i can work with that and reassign them to the appropriate people) i just want that ticket that is getting created to have a subtask.  i dont want to go in and create the list of 5 subtasks 7 times.

Maybe i’m thinking of this wrong.  it did exactly what i wanted to with the template and getting it assigned to each school.  just need subtasks added on teh side.  if not, i will create them in the body of the description if i have to.  

@brett.eckler 

Unfortunately, you are unable to add subtasks to ticket templates. But we have heard of this request and there is an idea in our idea exchange: 
 

So would the best solution to this be create a ticket template for one school, add my subtasks, then Duplicate the tickets, and assign them to other schools/locations? 

***edited, doesn’t work because subtasks don’t come over on duplicate tickets…. which would have been an easy work around**** 

@brett.eckler 

I think the best solution would be to create the 7 different ticket templates per location. Make sure that in each ticket template you have the option “Continue to next rule” enabled. Then go into the rule engine apply your filters and add your subtasks. So every time the ticket template is used the subtasks will be added based on the rule. 

Example: 

Created the following ticket template for a specific location, add the issue, and enable the “continue to next rule” option. 

Then in the rule engine create a rule that fired when the issue is met (same issue within ticket template) add the subtasks. 

Hope this help. 

@brett.eckler

I think the best solution would be to create the 7 different ticket templates per location. Make sure that in each ticket template you have the option “Continue to next rule” enabled. Then go into the rule engine apply your filters and add your subtasks. So every time the ticket template is used the subtasks will be added based on the rule. 

 

Example: 

Created the following ticket template for a specific location, add the issue, and enable the “continue to next rule” option. 

 

Then in the rule engine create a rule that fired when the issue is met (same issue within ticket template) add the subtasks. 

 

 

Hope this help. 

Thanks Hannah,

I ended up using two templates.  One template to create the initial ticket for me, the 2nd template I use in rules that creates subtickets off of them.  I actually just did it and said create subticket, and assign it to this user (only one user per school will be doing these tickets right now).  It seems to work for what i want.