Parent and Child Comments (for Advanced)

  • Add a comment to child tickets when ticket field values are updated by the parent ticket
  • Add a comment to parent tickets when ticket field values are updated by a child ticket
  • Draws attention of the agent assigned to the ticket that values have changed and they may need to respond appropriately

When using Advanced models, ticket based task fields managed in a task model can be configured to be copied to children or parent tickets.  The features documented here allow a comment to be added to the children or parent tickets to indicate that an update has occurred. 

Child Comment

Edit the top level process specification to define a comment to be added to a child ticket when ticket fields are copied to it.  If no comment text is defined, then no comment will be added to the children tickets when ticket field values are copied from the parent.

Child Comment.png

Double click the process shape on the topmost process definition.  Select the Add or Edit to define the Child Ticket Comment.

Edit Child Comment.png

Choose whether to make the comment public or internal.  Fill out the comment text to be added to the child tickets.  Use the {{taskset}} comment placeholder.  This will be replaced at runtime by the names and values of the fields that were updated on the child ticket.

You can use the {{parent.id}} placeholder which will be replaced by the ID of the parent ticket that made the updates to the children.

If the child comment text is empty then no comment will be added to the child ticket when it is updated by the parent.

Parent Comment

Edit the top level process specification to define a comment to be added to the parent ticket when ticket fields are copied to it.  If no comment text is defined, then no comment will be added to the parent ticket when ticket field values are copied from any child.

Parent Comment.png

Double click the process shape on the topmost process definition.  Select the Add or Edit to define the Parent Ticket Comment.

Edit Parent Comment.png

Choose whether to make the comment public or internal.  Fill out the comment text to be added to the parent ticket.  Use the {{taskset}} comment placeholder.  This will be replaced at runtime by the names and values of the fields that were updated on the parent ticket.

You can use the {{child.id}} placeholder which will be replaced by the ID of the parent ticket that made the updates to the children.

If the parent comment text is empty then no comment will be added to the parent ticket when it is updated by any child.

Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Please sign in to leave a comment.