What is connected ticket types
It is used to assign the bulk ticket at the same time by creating a single ticket.
At the same time we can create a ticket for multiple departments. For eg: If the Kitchen sink is blocked and we need to clean the floor in the kitchen, for that we will create 2 tickets for the plumber – Engineering department and the Housekeeping department for cleaning.
But by creating the bulk ticket types, there is no need to create 2 tickets, we can create a single ticket itself like if we create a ticket for kitchen sink is blocked then the housekeeping dept ticket also will create automatically with that.
How to create a connected ticket type.
- Create a ticket type (for eg): Sink is blocked and Floor to be cleaned, under their respective departments.
- Click on the ticket type Sink is blocked then the mapping page will be open, there you have to map the ticket type Floor to be cleaned.
- In the escalation part you have to map the ticket types by different timings. for example you are creating a ticket for a sink that is blocked then the housekeeping dept ticket also will create automatically with that. So if the escalation timing is same for both the tickets, then both tickets will escalate at the same time so that the housekeeping dept will affect that, So here in the escalation policy you have to set the ticket resolving timing at least 15 minutes difference for the both tickets. For eg: If you set 30 minutes for the sink is blocked ticket then you have to set 40 to 45 minutes for the floor to be cleaned ticket.
To create the bulk ticket types:
Go to Admin -> Ticket Types -> Create the ticket type you need or if the ticket type is already there in your ticket types list, then click the ticket type. For eg: Kitchen sink is blocked ticket types is already created, then click that, if not, create it from create ticket types as shown below. And do the same for the another ticket type Kitchen to be cleaned.
In the below given images shows the ticket types are newly created and mapped.
Creating the new Ticket types for both department
Click the created ticket type which job should be done first
After clicking the ticket types, the ticket type details page will open. There you have to map the second job order that is Kitchen to be cleaned.
So if you are creating the ticket (job order) as Kitchen sink blocked. the ticket (job order) Kitchen to be cleaned will automatically raise and assign to the respective users in the respective departments.