When an agent decides to divide an existing ticket into Child tickets to work on in parallel, there are two ways to go about it: they can create it on-the-go and cascade details from the original Parent ticket to the Child or they can use a predefined template to automatically cascade specific details to the Child tickets.
Quick guide to create Child tickets on-the-go:
Go to the Ticket Details page of the Parent ticket for which Child tickets are to be created.
Click on the Parent child panel on the right side of the page.
- Choose Create a child ticket from the options displayed.
All the properties from the Parent ticket will be cascaded into the Child ticket unless you choose to edit out some information.
Select the Create another checkbox to continue adding Child tickets or just click Create when you're done.
Note: You can add up to 50 child tickets for each Parent ticket. A Parent ticket can only be Closed when all of its associated Child tickets are Closed.
When an agent decides to divide an existing ticket into Child tickets to work on in parallel, there are two ways to go about it: they can create it on-the-go and cascade details from the original Parent ticket to the Child or they can use a predefined template to automatically cascade specific details to the Child tickets.
Quick guide to create Child tickets on-the-go:
Go to the Ticket Details page of the Parent ticket for which Child tickets are to be created.
Click on the Add child link on the right side of the page.
- Choose New Child Ticket from the drop down options.
All the properties from the Parent ticket will be cascaded into the Child ticket unless you choose to edit out some information.
Click Save and New Child to continue adding Child tickets or just click Save when you're done.
Note: You can add up to 50 child tickets for each Parent ticket. A Parent ticket can only be Closed when all of its associated Child tickets are Closed.
Watch the below video to get a step by step tutorial on how to create child tickets manually.