Create associated tickets from an HR case

From an HR case that is the primary ticket of a universal request, create tickets for another department and associate them to the same universal request as the HR case. This feature enables agents from various departments to collaborate and work on their tickets in parallel. It also enables organizations to trace back efforts against a single universal request.

Antes de Iniciar

Role required: sn_hr_core.case_writer

Logged in user is the member of the Assignment group or Assigned to fields.

Procedimento

1. Open an HR case.
2. Click Create Associated Ticket.
3. In the Create Associated Ticket dialog box, provide the following details:

   Tabela 1. Form fields for creating an associated ticket

   Field	Description
   Department	Department for which you want to create a ticket.
   Short description	Purpose of creating the ticket.
   Description	More details pertaining to the ticket.
   Work notes	Updates that you want to share with the department for which you are creating the ticket.

4. Click Create.
   A ticket is created for another department. This ticket is automatically tied to a universal request and appears in the Associated Tickets related list in a universal request.