The document provides instructions for setting up parent-child ticketing templates in a ticketing system administration interface. Administrators can configure settings to control how parent and child tickets are linked, such as automatically resolving, reactivating, or reassigning child tickets based on the status of the parent ticket. Template creation involves adding child tickets and selecting fields, then the template can be used to easily generate linked parent-child tickets from the ticketing interface or self-service portal.

1. Parent Child Ticketing
Creating a New Template

2. Initial Setup
•
•
You must first set up the parent/child relationship controls from the administration page.
To get here simply choose administration from the drop down menu and click the
Ticketing & Events tab. Then expand the Parent/Child Options bar.
2

3. Administration Settings
• Below are the different options you can select
–
–
–
–
Automatically resolve children – When parent ticket is closed or deleted, so are children
Automatically reactivate children – When parent ticket is reopened, so are children
Automatically reassign children – Reassigning parent ticket to different user(s) also reassigns
children
Automatically populate children – Selected fields of child tickets will be populated with data
from parent
3

4. Ticket Templates
• After the administration settings
are configured, expand the
Ticket Templates bar to create
a new template
• Click Create Template and
Choose the event name from
the drop down menu and enter
a description. If you need to
add an Event Name you can do
this by expanding the Event
Types bar above.
4

5. Ticket Templates
•
•
•
•
Next press Add Child Ticket
You can add several Child
Tickets. For each one, you
can select a priority and a
Summary.
Press Save Template
The template will now appear
on the Ticket Templates page
so you can edit, delete, or
disable the template at any
time
5

6. Using the Template
• To use the template you created choose Ticketing from the drop
down menu.
• To create a new ticket click
• Proceed in choosing Site Name, Location, etc. like you would a
regular ticket.
6

7. Ticket Details
• The Ticket details page will now
let us choose the ticket template
we created using the Event Type
called Add a new employee.
• Click Save Ticket at the top
7

8. Viewing the Child Tickets
• After setting up the ticket you will now see it in the ticketing
dashboard along with the child tickets associated.
8

9. Using the Template in the Self Service
Portal
• End-users can assign a
parent/child ticket straight from
the Self Service Ticketing portal
• They start by pressing Create
New Ticket
9

10. Creating a New Ticket
• The user can follow the steps to
choose the Site Name,
Location and room number.
• When asked “What type of
problem are you experiencing?”
they can simply choose the Add
a new employee option from
the drop down.
• This is the same template that
was created previously.
10