Subticket Template Repair Workflow

Hello We have a workflow in our organization that when the technician needs a device to go in for hardware repair they change the status of the parent ticket to kick off our workflow everything is working mostly as I want but I just am left with one issue and i’m 90% sure it has to do with the ticket template. I want the asset to be passed from parent ticket to the subticket and for the life of me can’t get this to function as I would think it could. I have resorted to just using the variables to pass the data into the body of the request but was hoping that the asset could be tied to the repair.

Any advice to make this work?

Page 1 / 1

@BStead 367a84d nclack Thank you for submitting your question!

My suggestion is to create a custom field for Asset tag with the IIQ Asset Field Type.

Then associate that custom field with the issue category you are using for the Ticket Template. Within the ticket template add the action of create a subticket (need to have a ticket template premade to choose which subticket to create). Then within that subticket you can map custom fields so they trickle down to child ticket from the subticket.

I believe this will get you the information you are looking for plus because it’s a custom field it is filterable in a view.

Thank you!

Hi @LWoods_iiQ

Would that link the asset to the ticket? Or would that just show the Asset tag on the ticket? I have the asset tag already showing on the ticket within the Body of the ticket but what I am after is linking the asset here.

@BStead 367a84d nclack Unfortunately that functionality does not currently exist between Parent/Subtickets. This would be a great enhancement for our idea exchange: https://community.incidentiq.com/ideas

Thanks!

Shoot okay I’ll add it :)

Sign up

Login to the community

Scanning file for viruses.

This file cannot be downloaded