Hi RWatson. Thank you for your question! Yes, you can pass custom variables from a parent ticket to a sub ticket. Click on the gear icon next to the sub ticket you want to pass the variable to, and select “Map Custom Fields”.

From there you can choose the custom fields you want to pass down to the sub ticket. 

​@MKing_iiQ Thank, this is very helpful to know and I will use this on other rules but for this rule specifically I am going to transfer the description from the parent ticket and put it in the description in the subticket. 

​@RWatson I was hoping we had a variable data point for this but it does not look like it. Any thoughts on adding that information into a custom field and then allowing that custom field to be mapped over? 

I don’t think that would work. But maybe I am not understanding correctly how that would get added to a custom field to be mapped over.

​@RWatson I am thinking instead of just having the description contain all those specific details you need, instead, add the questions as Custom Fields to solidify that information coming it. For example, if they typically put any needs into the description, you can add them as a custom field. Does that make sense? 

​@Kathryn Carter 

Yes this makes sense, thanks. Question about that though. This is an automated email from my system that gets sent IQ to open a ticket. Is there anyway to have the email fill in Custom fields when opening the ticket? Maybe through the from email rule?

​@RWatson Oh I see, I see. You are going to be more limited with the email to ticketing method. It is hard to add those details via rules because of the way it is formatted as it comes into our system.