Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the "Return to Index" link located at the end of each section.

  1. Introduction 
  2. Creating Subtickets 
  3. Applying Subtickets with Rules Engine
  4. Working Tickets with Subtickets
  5. Adding Subtasks to Tickets
  6. Viewing and Filtering Subtickets in Ticket Views

Introduction

Parent Ticket - Main ticket that has visibility overall the progress and status of each subticket. 

Subticket - Individually tickets that are assigned/tied to a parent ticket. Each subticket has to be resolved before closing the parent ticket. 

Subtask - Check list per ticket (parent ticket or subticket)

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Creating Subtickets

To create subtickets navigate to the left sidebar, click Tickets and then Ticket Templates. Here you will create Ticket Templates for each individual subticket. 

For example, with a new employee you can create individual templates for direct deposit setup, W4 withholding, employee handbook, etc. And have these tickets assigned to specific agent or team. 

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Click on the +Add Ticket Template in the top-right corner. Next, enter the Template Name

The first section, Ticket Issue, enter in the following: 

  • Ticket location 
    • Enable Submit for Multiple Locations and select the locations. This will submit the same ticket for all locations selected.
  • Issue*
    • Select this issue that this subticket should be applied to when the parent ticket is submitted.  This is required if you are creating a rule for subtickets. 

The next section, Ticket Details, will allow you the option of entering information for your ticket subject and issue description.

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The last section, Workflow Details, you can add actions to the ticket template. There are many different actions that you can apply to this ticket template. Commonly used actions are Assign to Agent or Team, Set Status, and Attach Form. Please review the help article for Form Designer.

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Lastly, you can select whether you would like to have rules fire on your submitted tickets when using this template. Click Save.

Continue the same steps for the different subtickets. 

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Applying Subtickets with Rules Engine

Rules Engine is Incident IQ's powerful tool that helps automate workflows. Rules can be set up to assign tickets to certain teams or individuals based on location, ticket subject, adding subtickets, and many other conditions. Applying subtickets automatically when a parent ticket is submitted is simple with iiQ Rules Engine. Rules engine can only apply subtickets to parent tickets. You can manually add additional subticket(s) to other subticket(s). Please see the section below on how to manually add subtickets. 

When creating a rule, under the Perform these action section you will select Create Subtickets. Next to the right you will select Add Subticket.

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Next, you will select the ticket template that you created for the subticket. All ticket templates from other modules  (ticketing, facilities and human resources) will be available to select. This is beneficial if you need a subticket created for another department. Please note, that the ticket template has to be created in the specific iiQ module for the subticket to be created within that module. You can add as many subtickets as needed. 

For example: When hiring a new employee let's say we need the IT department to assign a labtop. Add the subticket form the ticketing module to automatically create the ticket to assign a labtop for the new employee. 

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You have additional options to the right of each subticket. Click on the gear icon. Here you have the ability to:

  • Assign to user - will assign a user to work that ticket when this subticket is created. 
  • Assign to team - will assign a team to work that ticket when this subticket is created. 
  • Map requestor to parent requestor - will assign the user that submitted the parent ticket as requestor. 
  • Map requestor to parent agent - will assign the agent working the ticket as the requestor. 
  • Map requestor to parent custom field - will assign the locally created user as the requestor.
    • Please note, you have to add the rule Create Local User for this to apply. This is beneficial for HR when onboarding a new employee. Please see the next paragraph below for more information on creating local user action. 
  • Map custom fields - if there are custom fields on the parent ticket you can add these custom fields to the subtickets if needed. 
    • Please see the help article on creating and adding Custom Fields.
  • Delete ticket - remove the subticket from the rule.

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Another action that can be performed is Create Local User. This will create a local user is iiQ and set their role to Guest. This is beneficial if the user does not already exist in your SSO integration (i.e new employee). Allowing this user to receive emails and updates related to the ticket. You have two additional options.

First option you can set the locally created user as the ticket submitter. Second option, you can have the ticket be submitted on behalf of the locally created user. The user that originally submitted the ticket will stay the ticket submitter. 

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Reference Article: For a more detailed guide on the Rule Engine, please use our help article located here.

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Working Tickets with Subtickets & Subtasks


Subtickets

When viewing a parent ticket, to the right you can see the widget Subtasks. Here you can view all the Subtickets and Subtasks that have been applied to this parent ticket. 

  • Subticket - Individually tickets that are assigned/tied to a parent ticket. Each subticket has to be resolved before closing the parent ticket. 
  • Subtask - Individual tasks per ticket (parent or subticket)

With each subticket you are provided with the basic information: agent assigned to the ticket, ticket number, ticket status, and last modified.  

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To the right of each subticket you have additional options. Click on the gear icon, you can:

  • Resolve Ticket
    • Only if all the required actions have been completed for the individual subticket.
  • Assign to User
  • Assign to Team
  • Unassign
  • Delete Ticket

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Click on the X will delete the subticket all together. To the left of each subticket you can resolve the specific subticket by checking the circle. This can only be done if all the required actions have been completed for the individual subticket.

To view the specific subticket simply clicking on the subticket. This will open the tickets details page. 

At the bottom of the Subtasks widget, you can see the total number of tasks and the number of tasks that have been completed. All subtickets have to be closed before the parent ticket can be resolved. 

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Subtasks

Subtasks are individual tasks or check list per ticket (parent ticket or subticket). To add a Subtask to a ticket click on the Add Subtask in the bottom right corner on the subtasks widget. Then enter in the subtask information and click enter. 

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To the right you each subtask you have additional options: 

  • Mark Complete
  • Assign ticket #  - Ability to create a subticket from a subtask
    • When you convert a subtask to a subticket the issue for the ticket will automatically be Issue Not Listed. The content that was entered when creating the subtask will now be in the ticket description box for the ticket. 
  • Assign to user
  • Duplicate Task
  • Delete Task

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Click on the X will delete the subtask all together. To the left of each subtask you can complete the subtask. Subtasks do not have to be completed to resolve/complete the ticket. Subtasks are like a checklist for each individual ticket. 

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Viewing and Filtering Subtickets

On a ticket view you will have access to see parent tickets as well as the subtickets. A parent ticket will display that it has subtickets attached. On a ticket view you can hover over the parent ticket to display the subtickets and subtasks. Clicking on the specific subticket will open the ticket details page.

A subticket will display that it is tied to a parent ticket. Hovering over the subticket to display the parent ticket.

Filter your ticket view with tickets involving parent tickets and subtickets with the following filters: 

  • Is a Parent Ticket
  • Is a Subticket
  • Has Subtickets
  • Has a Parent Ticket
  • Has Open Subtickets
  • Has Resolved Subtickets
  • Has all Resolved Subtickets
  • Has All Open Subtickets 

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Create a custom view of easy access to already filtered views. When creating a new custom view you have the options to add, remove, and adjust the different columns that are displayed. You can add the Subtask column to the view to be able to see all subtasks tied to the parent ticket.

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