Parent-child ticket relationships are disabled by default. To enable them, you can configure queues to show the PARENT_INFO ticket field. If you have multiple queues, you enable parent-child ticket relationships in each queue separately.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Go to the Related Ticket information tab and select the Edit button for the PARENT_INFO field to make changes to that field’s settings: . |
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Enable parent-child relationships for queues. See Enable parent-child ticket relationships for a queue.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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On the Service Desk Configuration page, under the Queues section, click Modify configurations and preferences to display the Queue Customization page. Then go to the Preference tab. |
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Parent-child ticket relationships are enabled for the queue. See Enable parent-child ticket relationships for a queue.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
a. |
b. |
a. |
b. |
c. |
Enable parent-child relationships for a queue. See Enable parent-child ticket relationships for a queue.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
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On the Service Desk Configuration page, under the Queues section, click Customize fields. Then go to the Related Ticket Information tab, and verify that the Parent Ticket section is visible. If it is not displayed, verify that parent-child relationships are enabled for the queue. See Enable parent-child ticket relationships for a queue. |
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Enter the child ticket number(s), separated by a comma, or use the Select ticket to add drop-down list to find the ticket(s) to add. |
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