Is there a field which can tell me if a ticket is a sub-ticket?

[Former Member]

Hi experts

I need to create a notification workflow for sub-tickets. But there is no field available in workflow to identify sub-tickets as sub-tickets. Or is there? There is a field called Main Ticket. If that is filled out then I know the ticket is a sub-ticket. But Main Ticket field is not available in workflow.

Help?

Thanks

[Former Member]

Hi Denmar,

The 'Source' field can be used to make a distinction between main and sub-tickets.

For example, the system will assign Source 'E-mail' to tickets created via e-mail. Sub-Tickets created manually have by default Source 'Manual data entry'. The Source field can be used in a workflow rule.

[Siraj_Saibudeen]

Hi Denmar,

This is a good point and please do raise an idea to SAP to include the main ticket field in the Ticket workflow rules framework.

But for the moment as a workaround, you can create a custom field and update it based on the main ticket field (Eg: If main ticket field is not empty then update this field with a flag). Use this custom field in the workflow rules to differentiate between main and sub-tickets.

Regards,

Siraj

[Former Member]

Hi Siraj

Thanks for your reply. I will definitely submit an idea. For the workaround, for me to update the custom field I need to create a workflow too. And since the parameter for that workflow is the Main Ticket field, which is not available for workflow, it's also not gonna work. But I will look at other ways. I'll update this thread if I find anything.

Thanks