Creating Ticket Template With Multiple Ticket Tasks
Hi there,
I have yet to find something that directly addresses what I want to do. I assume that I need to use the Workflow function to achieve this, but want to make sure.
When a new tech starts we have to grant them a bunch of accesses. Instead of manually creating a ticket for each request for every new tech I was looking to create a ticket template for a group of accesses and then have a task for each specific access be created and assigned to the appropriate group that grants the access.
Is this possible without building a Workflow? And if not, it would be helpful to see an example workflow that achieves a similar effect.
Cheers
Damon
Answer (1)
Hello Damon,
I believe a workflow would be necessary unless you just create a list of Task Templates that achieve the same thing based on what the user needs to request access to.
The downside to doing a task template is the assignments are more hard-coded that way, but if you know the assignment values for each of the items the tech needs access to will always be the same person/group then that may not be a hinderance for you.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
Thanks for your swift response.
Is there a way to trigger all of the task templates with one action? Or do I have to create each task separately, choosing the appropriate template from the list?
The workflow I want to achieve is that I create one ticket and all of the tasks are created and assigned automatically. Is this possible without a workflow?
Cheers,
Damon - Damon Stennett Wed 6/22/22 10:56 AM
Last question - I think. Generally speaking the tasks that I'm trying to create should be their own full tickets with SLAs and proper statuses. How do I make it so that I have one ticket, let's call it "On Boarding Tech", set off a chain of other tickets, each one for a specific access to a unique resource/system or request for hardware? - Damon Stennett Wed 6/22/22 5:59 PM