Need help to copy parent ticket data to child ticket
Im setting up a change request process
queue 1 is the work queue, and queue 2 is the change request queue.
How can i pull the title from queue 1 and add that to queue 2 but change it to = "change request : title from queue 1"
and then I need to pull the summary field data from queue 1 to the summary field data in queue 2.
I also only want this to run 1 time. So that if a change request is submitted, i do not want it to process this rule if the user decides to update the copied summary details.
1 Comment
[ + ] Show comment
Answers (0)
Please log in to answer
Be the first to answer this question
I have a similiar configuration - for the parenttickets I have a queue (q_parent_roomtransfer) and for the childtickets I have a queue (q_child_hardwaretransfer). So that the rule not work on all tickets, create a new status and set the status from the ticket to it, when your rule was executed.
In my case, I set the associated asset from the parent ticket as the title from the child ticket.
Here is the link for the sql-update
http://www.itninja.com/question/dell-k1000-service-desk-parent-child-ticket
Hope it can help you, if not write me an comment below. - svmay 7 years ago