When setting up a multistep service , like onboarding, using "Additional Services" in the service Catalog, you have to choose wether to make all additional services as child tickets, or they are listed as items under the original ticket. It would be a lot more flexible if you one could choose which additional services where extracted as a child ticket, and which will stay in the original ticket.
The reason is that a lot of the additional items is handled by the agent that gets the case, but some things are sent on to economy ore HR. F.ex, on our flow th IT agent will create the user in directory, order hardware if needed and sets up the machine when it arrives. We want this things to stay in the main ticket. Then we have some stuff for Payroll, and some stuff for HR, and this are the things that we want to put in child ticket.
The way it works now makes us 7 to 10 tickets for an onboarding, when only three parts are involved.