Issue:

Currently when automatically generating a subticket (say on escalation to a different team), there is no option for setting the ticket’s location to the parent ticket’s location.  There is only a specific location, requestor’s location or for’s location.  This does not encompass a useful default of parent ticket’s location since in many cases the other three could be wild guesses in a rule.  Oddly, this happens by default when a subticket is created from an open ticket.

Request:

Add Parent Ticket Location as an assignment option in setting the location of a ticket via a rule.  This would apply to subtickets, or any ticket that generated the resulting ticket) and could be used in rules or ticket templates (which are also used as part of rules).

Also, ideally, we would love to be able to do actual escalated tickets which would generate a ticket ID based on a set method (like in the site config), such as {{Ticket.TicketNumber}}-2 for tier 2 work on the same parent issue.  Makes it easier to determine the original ticket just by looking at it.

Use Case:

We essentially have a non-standard 2 tier support system and we would like to have a subticket generated for escalations of a ticket from one team to another.  This actually applies in our case to both Computer Techs submitting escalations to the proper IT department as well as IT submitting them to Maintenance (regardless of module) for things like cable work that IT does not do.  In both cases, we would like to use subtickets to do this but we cannot because the parent information isn’t propogated properly/consistently - most importantly the location.