When you finish making changes to the way tickets are displayed on the New Ticket and Ticket Detail pages for a selected ticket template, you can preview the ticket page layout.
There are several preview options to choose from. The type of information on the ticket page depends on the permissions associated with the user accessing the page (User or Owner), and the action type (New Ticket or Ticket Detail). For example, a Ticket Owner typically has access to more information than a user associated with the ticket. Also, the New Ticket page can have some additional controls for providing comments or linking attachments, unlike the Ticket Detail page.
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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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On the Queue Customization page, scroll down to the Ticket Templates section, and click the name of the ticket template that you want to preview. |
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At the top of the Ticket Details page, click Preview Form As, and choose one of the following options, as required: |
New Ticket page, as a User | |
New Ticket page, as a Ticket Owner | |
Ticket Detail page, as a User | |
Ticket Detail page, as a Ticket Owner |
The New Ticket page refreshes, showing the ticket page based on the selected ticket template and owner details.
You can set up any Service Desk ticket as a parent ticket and assign child tickets to it.
There are two ways to use the parent-child relationship:
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Prevent the parent from being closed unless all its child tickets are closed. This strategy uses the parent ticket as a global to-do list and each child ticket as a separate task on the list. After all the tasks are completed and the child tickets are closed, the parent can be closed. |
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Close all child tickets when you close the parent ticket. This strategy is useful for tickets that are duplicates of the same problem. For example, if a server crashes and users file duplicate tickets about the issue. When the server is restored, the ticket owner can close the parent and close all of the child tickets at the same time. |
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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Scroll down to the Related Ticket Fields section 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.
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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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