Creating a Child Incident
mabdelnabi
August 19th, 2008
Filed under: Helpdesk Solution, Endpoint Management and Virtualization
I've noticed a couple of requests lately on how to set up a child Incident like with the new hire process. This article shows in details how to get it done.
Go to Admin>Automation Rules>New Automation Rule
- Put whatever you want to name your rule in the name Field.
- The comment field is just for a description of what the rule does. Enter whatever seems right to you.
- Uncheck the Log to incident option, check the Active, and the Terminal options.
- The when option really depends on you organization. In mine we have it @ every time incident is saved.
- In the AND field you'll add all of your conditions. This is how I have it in our organization:
When ALL of these are TRUE "Category" is the same as "Human Resource\New Hire\Internet/VPN Access\Internet/VPN" <end>
You might need to add more conditions based on your workflow of how the incident is handled.
- In the Invoke these URLs: click on the yellow star to create a new URL - which will create the child incident.
- Put whatever you want to name your rule in the name Field.
- Fill the Helpdesk field with helpdesk server name.
- Click the Create a new Incident radio button.
- The Title should be filled with whatever title you want for your child Incident. I have mine like: A secureNet request is needed for workitem(workitem_title). The workitem(workitem_title) part will automatically pull the incident title from the parent incident.
- Check the box next to Create incident as a child incident. I have my Link type setup as simple. Yours might be different based on your environment.
- In the Set these Properties you get to set your categories, assigned worker, priority, etc.
- Check how you authenticate to the Helpdesk. I have mine @ Impersonate the worker.
- Click Ok and you're done with the first Child Incident.
- Now repeat steps 7-15 to create as many child incidents as you want.
This is how one of our child incidents looks like after the rule was setup. In this example it was a child incident to create the new employee phone account.
nice article but one comment
This is a good article, but I ran into something while doing this.
I have a process like this for my New Hire stuff and I have to create a child ticket to send to my network team.
I was running into a situation where if a worker generated the ticket, the child ticket created just fine, but when a non-worker submitted, the child ticket would not be created.
The thing that fixed this for me was use helpdesk application credential instead of impersonate the worker.
Automation Rules - Tasks
hello,
You might want to check the Automation Rule(s) and Task(s) which are generating the child ticket you might have some criterai which does not apply to non-worker.
e.g:
on the Automation Rule
When ALL is true
" Assigned to name" is the same as " Desktop Queue"
on the Task:
Task is available: When ALL is TRUE
"CURRENT_WORKER(worker_queue_id) is the same as "12"
For us child ticket could be created only by the members of the queue #12 which is the Desktop queue. This is controlled within a task
These two examples show you could have some internal limitation by rule or task.
Dom
Dom
Works great, one problem for me though
I have a standard web based new hire req form done in HTML it outputs to straight text into a new incident.
The body of the HTML form contains different software/accounts which need to be parsed for creating a new child incident. For example, if someone checked the box for 'VPN' on the web form then VPN would be populated as part of the comment in the initial incident.
The catch is HR need's to approve the initial request first, once completed the new child incidents need to be created.
The only caveat, I need the newly created child incident to be created based on the initial comment in the parent incident once HR has approved the initial new hire request.
Any help would be greatly appreicated.
-Stuart
Two things you can do
Hi Stuart,
The first thing you can do is to create a new status code like "Approved by HR" and add that as a qualifier in your Automation rule. The second thing is use "Version." When the incident is first created it's in Version 1. you can set a clause in your Automation Rule to only create the child Incident if "Version is greater than 1."
Let me know if you need more help.
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