How to set Location from parent ticket?

We are new to iiQ and have the following scenario:

IT needs a new port set up in a classroom and Facilities has to go in and run the cables and set up the physical port on the wall.

So in our workflow we would have an IT ticket to do the work and then a sub ticket for Facilities. I have created a rule to allow this to be automatically generated in Facilities when we need a new port, but I cannot get the Location to populate based on the parent ticket in IT...the location HAS to be already specified in the Facilities ticket or based on who is requesting it or who it is for, which in this case is none of the above. I just want it based on the parent ticket location chosen.

How can I do this? Is there a workaround using a webhook to come back around through the API and update the Facilities ticket with the correct Location? If so, what’s the code look like? I am assuming when the webhook hits the Facilities ticket # is already available and the location is available as data from the parent.

I DO NOT want to create rules for each location since this applies to more than just ports and I do not want to duplicate effort 100x. I also do not really want to create a generic user with a specific location to use for things like this, and I don’t really want to have the extra step of going in and changing the Location in the Facilities ticket as realistically I shouldn’t have that access. This missing functionality seems to be a bit of an oversite as it likely should have been the original option for specifying the Location via a rule over the Requestor and For’s options. :/

-Nathan

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I am pretty sure @bclark can do this. Share @bclark

@bclark Looking for your insight here, if not, I will happily get on this one as well

Just wanted to follow up here @bclark

We don’t base it on the ticket location. The few sub tickets we have are done via rules and fire a template. In that template we have the option enabled to set the location to the For’s location

@bclark I understand the software doesn’t currently do that, that’s the problem. And honestly an oversight in design. This is a situation where I strictly want the parent ticket’s location used, because there is no For, Specify cannot be used because it’s not known beforehand, Requestor’s location is incorrect, and it’s not an Event. The idea that every ticket is For some particular person and not inclusive of general work that needs doing...seems...silly.

So I’m trying to figure out how to get around the current limitations to get it set to the Parent ticket’s location. Otherwise, a really poor setup has to be implemented to facilitate the workflow and a whole lot of new process. That kind of thing isn’t going to fly too well.

Or would this be an RFE (of which I’ve submitted quite a few already)? :(

(Sorry, this is NBoettcher - doing some import work under the main account.)

@NBoettcher If I am understanding you correctly, you have a parent ticket in IT triggering a subticket from a ticket template you created in Facilities?

I have tested and confirmed that when creating an IT ticket and then firing a rule to create a subticket from a ticket template within the IT side, if you leave the ticket template location blank the subticket will automatically be submitted with the location of the parent ticket. I have not tested this across modules but if you have indicated a location on any of the ticket templates/subtickets I would try removing that and testing.

I can try as well but would want to know the exact workflow you are using.

Thanks and hope this helps!

@NBoettcher Can you use the same ticket and send it back and forth using rules and resolution actions? If you do work on the parent ticket and there is a subticket it will not receive the updates from the parent ticket.

@LWoods_iiQ So I am not as concerned about a ticket generated in Facilities from IT and not having status updates in the IT ticket that spawned it. There is a link to the subticket when it is created so we can go look. However, between modules it doesn’t keep the parent location which seems like an oversight if it does it within the same module. It uses the requestor’s location by default. So if that’s me or my staff it’s home office, not the location the work needs to be done like was chosen in the IT ticket.

@arosenbaum_iiQ I believe the issue here is we lose visibility once it’s out of our queue, so it doesn’t make sense to pass it around as it might get stuck in someone else’s pile till they decide to deal with it.

(sorry, really not sure why it wasn’t picking up my username)

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