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Scripting Question


Is there a way to push a ticket to a process via a ticket rule?

10/04/2017 372 views

I am wondering a couple of things, but first my issue:

 

I am in the process of updating our workflow on the K1000 that incorporates HR and IT for a new hire.

 

Parent request asks for all information for a new hire. (Queue ID New Hire)

Parent requests opens HR request for ID (Queue ID HR)

On close, HR request opens IT request to create AD and Email info (Queue ID New Hire)

On close, IT request to setup on the machine. (Queue ID CallCenter)

 

The issue is that the people putting in the information do not always go to the process and just jumps in the queue option. The IT person does not have the ID and then there is calling and people are irate over the fact this is hard to remember what to do...and so on.

 

My questions are these:

 

1) what happens when you push a request from a queue to a process?

2) is there a way to create a ticket rule that looks to see if it does not have a parent ticket, and if not to push request to process?

3) is there a better (might not be easier) way to doing this?

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