Parent Child Ticketing Views, Filters and Ticket Scope

Parent Child ticketing enables businesses to expedite issue resolution by allowing agents to break down tickets into smaller sub-tickets. These sub-tickets can then be addressed simultaneously by different agents. Click here to know more about enabling and configuring Parent Child ticketing. This articles explains the different views, filter and user access details related to Parent Child Ticketing.

View from the Parent ticket:

• By clicking on the associated Child tickets count, the list of tickets will be displayed along with some additional details like Child ticket Status, Priority, Agent, etc.

View from the Child ticket:

Filtering views for Parent and Child tickets:

To see a list of Parent and Child tickets, you can filter tickets from the Ticket List View page by choosing Parent or Child in Association Type field.

What happens to the Ticket scope in Parent Child Ticketing

If the agent has Global access :

If the Parent and Child tickets are on different groups, granting global access to agents would help them track the progress of all the Parent and Child tickets including visibility of the private notes added.

If the agent has Group access : 

When the agent creating the Parent ticket does not have access to the Parent ticket group, but creates the ticket using the template, the ticket will be created but the Child tickets will not be added and they will not be able to view the created Parent too. Only if the agent has access to the Parent ticket group, then the Parent ticket will be visible and the Child tickets will be added.

When the agent does not have access to the Child ticket group, these tickets will be available in the Child tickets list, but it would be a non-editable ticket (View-only). If the agent is the requester of the Child ticket, clicking on that Child ticket would redirect the agent to the customer portal and they can see the ticket as a requester

If the agent has Restricted access :

When the agent creating the Parent ticket does not have access to other tickets, but creates the ticket using the template, the ticket will be created but the Child tickets will not be added and the agent will not be able to view the created Parent too.

When the agent creates a Parent ticket that is assigned to himself, then the visibility and accessibility of the Child tickets will be according to the scope of the agent on those tickets.