Why It Matters
Splitting a massive request—like onboarding a new employee—into smaller child tickets allows different IT teams to work on their specific parts simultaneously without stepping on each other’s toes.
How to Set It Up
- Select the Sub-Tasks: Navigate to Assistance → Tickets to view your active queue. Select the checkboxes next to the specific tickets you want to nest under a primary request.
- Initiate the Link: Click the More button that appears on the screen and select the Link ITIL Objects option.
- Find the Master Ticket: Once the configuration popup appears, choose Tickets as the ITIL Object, and then search for and select the primary ticket you want to use as the overarching request.
- Set the Hierarchy: Choose the son of relationship type (to make your selected tickets children of the target) or parent of (to make your selected tickets parents of the target) from the provided options.
- Post: Once defined, click the Post button to instantly establish the hierarchy in the database.
Next Steps
Nest two child tickets under a primary test ticket, and verify that the parent ticket correctly displays the hierarchical link to both sub-tasks.
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