Copy Fields to Parallel Tickets

• When parallel tickets are created, define fields to be copied from the parent to the children
• For each parallel ticket created identify ticket fields and process persisted fields (for Advanced Models) to be copied

When using the parallel process pattern (see Parallel Process Pattern for details), parallel tickets can be created to allow working on multiple activities at the same time.  Often parallel tickets would be handled (assigned) by a different part of the organization.

When parallel tickets are created, the model designer can identify fields that should be copied from the parent ticket to the new parallel tickets.  This would give useful information to allow the parallel ticket to be processed.

This image shows a workflow where parallel processing will occur when the workflow transitions from Issue Offer to Confirm Start.  We can see the two parallel activities (in purple) Handle HR and Handle IT.  When the transition occurs, 2 new tickets are created for each of these parallel activities.

Define Copied Fields

To define the fields to copy from the parent to the parallel ticket, double click the flow to the parallel activity and click the Edit or Add button for Copied Fields.

The dialog will display all of the ticket fields defined in your Zendesk and you can choose whichever of them you wish to copy to the parallel ticket.  If you are using Advanced Models and have defined Process Persisted Fields (see Process Persisted Fields, Process State, Helper and Controlled Fields for details), then the defined Process Persisted Fields will be listed.

You can select any combination of ticket and process persisted fields to be copied to the parallel ticket.

When using Advanced Models, you may also specify ticket and process persisted fields to be copied from parent to children or child to parent tickets after the parallel tickets have been created.  See Parent/Child Field Sync for details.