Do you get frustrated when you don’t have the necessary pre-requisites to resolve an open ticket? We heard you! Support your agents with all the information needed to resolve a ticket without causing delays and negatively impacting SLAs.
What is Sequential ticketing?
Sequential Ticketing enables admins to define dependencies between the child tickets of an employee onboarding request and have them become available for action when their prerequisites are completed. Each child ticket can be associated with a ticket dependent on information during the setup. The dependent tickets are called ‘successor tickets,’ and the ticket they depend upon is called the ‘predecessor ticket.’
For instance, background verification is a prerequisite for creating an email address in the case of a new employee. Email address is a prerequisite for enabling software access or issuing an ID card.
With sequential ticketing, the admin can ensure the ‘Email ID creation’ ticket for the IT agent is assigned as an open ticket with SLA ON only after the HRBP resolves the ‘background verification’ ticket. Similarly, the ‘Software access’ and ‘ID card’ tickets are assigned as open tickets only after the IT team has created the email ID and the respective agent resolves the ticket. The successor tickets can remain created in a status with its SLA timer OFF so that the agents don’t breach the SLA when they are not actively working on them.
Setting up sequential ticketing:
While configuring the new employee onboarding module, create all the child tickets that have to be associated with the parent employee onboarding ticket.
Edit the child tickets that have prerequisites needed for resolution of the ticket
Select the predecessor ticket that needs to be resolved for the successor ticket to be open for action by the agent. A ticket can be associated with only one predecessor ticket.
Once the predecessor ticket is associated, the status of the child ticket will by default be ‘Pending’ upon creation until the predecessor ticket is closed/resolved. You can also choose to change it to any other status that has SLA turned OFF. On the resolution of the predecessor ticket, the successor child ticket’s status will be auto-changed to ‘Open.’
However, if the successor ticket’s status is changed manually or via a workflow rule after it is created, it will not auto-change to “Open” as it is assumed an agent is actively working on the successor ticket.
Once the child ticket is associated with the predecessor ticket, it can further be associated as a predecessor ticket to the consecutive child tickets.
Once the request is successfully created, the ticket details page of each child ticket will display related ticket information like the parent onboarding request, predecessor ticket, and successor tickets.
Passing Information from Predecessor ticket to Successor Tickets
While associating child tickets with a predecessor ticket, you can also set up workflow automation to pass information from the predecessor ticket to the immediate successor child tickets. You can learn how to pass information between these tickets here.
The tickets that are further linked to the successor of a predecessor ticket are not considered as successor tickets of the predecessor ticket. Therefore you cannot pass information directly to them. Learn more.
Please note: You can have only 25 levels of child tickets associated with each other in a hierarchy. For example: ‘Provide Software Access’ and ‘Provide ID Card’ belong to the same level, i.e., the 3rd level. Similarly, you can have a total of 25 levels linked to each other.
