Link sub-child tickets to child tickets
You may have a service request that is the sub-child of an existing child ticket. For example, if a user cannot access email, a service technician may suggest re-installing Microsoft Outlook before diagnosing a connection issue with the Microsoft Exchange server.
In this situation, open the sub-child ticket (for example, reinstalling Microsoft Outlook) and add the child ticket as the parent ticket. The child ticket is now in the Linked Parent box. Next, open the child ticket and add the parent ticket as the linked parent. The parent ticket is now in the Linked Parent box.
If you add a sub-child ticket to an existing parent-linked child ticket, Web Help Desk generates an error message stating that the child and sub-child tickets are both related to each other at the same level.
To correct this issue:
- Open the child ticket and delete the link in the Linked Parent box.
- Open the sub-child ticket.
- In the top right section, click the Problems tab.
In the tab window under Request Search, select the appropriate field parameters to locate the targeted child ticket.
A list of related tickets appear, based on your search parameters.
- In the Search Result window, locate the targeted child ticket.
In the Action column, click Link.
A dialog box opens at the top of the screen verifying your selection.
- Click OK.
The parent ticket is displayed in the Linked Parent box and the sub-child ticket is displayed in the Linked Children box.