How can child ticket notify parent ticket?

sysadmin_cfe · Post by **sysadmin_cfe** » 18 Jan 2012, 18:46

Hi,
I am new in OTRS and after reading the manual and the forum I have still some needs that I can not cover.

The question is: how can a child ticket notify by email parent's ticket owner when the ticket is closed? I mean, you have a parent ticket, and let's say 5 children. It would be really nice that when a child is closed the parent's ticket owner is notified. Otherwise the parent ticket owner has to check all the children manually, not really practical (the watch ticket option is not a practical option neither).

Any option I could check in the sysconfig? In the "notification (events)" I can not setup this task.

Thanks for the help!

Regards

jojo · Post by **jojo** » 18 Jan 2012, 22:21

Thats not possible out of the box without development

sysadmin_cfe · Post by **sysadmin_cfe** » 19 Jan 2012, 10:30

Oh, i see. That's bad, it is a really interesting feature.

Why it is really needed, hypothetical case:

Imagine that a neighbor (customer) opens a ticket saying the apartment 12 is cold. Then the caretaker of the building (agent in Level1) opens the ticket and sees that he needs support from the technicians (agents in Level2), from the person in charge of checking the heaters and the person in charge of the building heater controller.
Then the caretaker opens two tickets for each technician waiting an answer. Everything is fine, but now he has to check manually the children tickets until they are closed in order to fix the problem for the neighbor.
If it is a small building that is not a problem, but what happens when it is a huge building with more than 100 neighbors? The caretaker will go crazy if he has to check all the tickets manually.

Isn't there any workaround for these? As I said before, "watching ticket" is not an option, since you have to check them manually.

OTRS is great, but it is really complex!
Thanks for your time and help.

yuri0001 · Post by **yuri0001** » 19 Jan 2012, 12:59

Hi!
You can set involved agent of parent ticket when closing the child to notify him about this event. It not automated, but!

ndhvu275 · Post by **ndhvu275** » 25 May 2013, 05:15

Hi,

It can be, but have to customizate. When a child is closed, a closed article of child ticket must be add on parent ticket as well. So, in ticket zoom of parent ticket you can see which childs of it were closed

To do customization: you should modify something in Kernel::Modules::AgentTicketActionCommon.pm

Hope it help

Vu Nguyen

Znuny Open Source Ticketsystem

How can child ticket notify parent ticket?

How can child ticket notify parent ticket?

Re: How can child ticket notify parent ticket?

Re: How can child ticket notify parent ticket?

Re: How can child ticket notify parent ticket?

Re: How can child ticket notify parent ticket?