Create associated ticket for primary ticket of UR

Agent, working on the primary ticket, requests other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR. Multiple departments can work simultaneously on these associated tickets. These associated tickets are independent of the UR state flow.

Before you begin

Configure the sn_uni_req.associated_ticket property in the Universal Request properties page to determine how to handle the creation of the associated tickets. For more information, see Universal Request properties.

Role required: agent part of the assignment group of the primary ticket or assigned to agent

About this task

A routing agent of the primary ticket can request other departments for assistance in resolving a UR by creating associated tickets on the primary ticket. Multiple departments can work simultaneously on the associated tickets to resolve the UR.

The following are some key highlights.

• Pass on the context of the request directly to the other department using the pop-up when creating an associated ticket.
• Configure the information to be copied from UR to the Associated ticket in Mappings configuration.
• Agents work on the associated ticket even after the closure of primary ticket / UR as associated tickets are independent of the UR state flow.
• Configure the Associated ticket tab configuration to view and track the activity of associated tickets from the standard ticket page.

Procedure

1. Navigate to the primary ticket record.
   For example, to open an incident primary ticket, navigate to All > Universal Request > With Primary Ticket.
2. Open the UR and then click the associated primary ticket.
   For example, the Incident ticket associated is displayed as a link in the message.
   The primary ticket record appears on the page.
3. Click Create Associated Ticket.
4. In the Create Associated Ticket dialog box, enter the following details.
   Note:

   Based on the sn_uni_req.associated_ticket property, different fields display on the form. For more information, see Universal Request properties.

   • Department: Select the department from the list.
   • Service: Select the specific service of the chosen department.
   • Short description: Enter the short description for the new associated ticket.
   • Description: Enter the detailed description for the new associated ticket.
   • Work notes: Enter work notes details.
5. Click Create.
   An associated ticket is created with the descriptions provided and is associated to the existing UR of the primary ticket.