Create associated tickets for Universal record within Health and Safety Workspace

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • The agent working on the primary ticket of a Universal Request can request other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR.

    Antes de Iniciar

    Role required: sn_uni_req.routing_agent or admin

    Por Que e Quando Desempenhar Esta Tarefa

    A routing agent of the primary ticket can request other departments for assistance in resolving a UR by creating associated tickets on the UR. Multiple departments can work simultaneously on the associated tickets to resolve the UR.

    Procedimento

    1. Navigate to All > Health and Safety > Health and Safety Workspace.
    2. Select the cases icon (Health and safety cases icon.) to open the Cases tab.
    3. In the lists tab, select Universal Request and then select All.
    4. Select the universal request record.
    5. In the Primary Ticket field, select the icon to open the health and safety case.
    6. Select the Create Associated Ticket button.
    7. On the Create Associated Ticket form, provide the following details:
      Tabela 1. Create Associated Ticket form
      Field Description
      Department The different departments of the organization
      Service Specific service of the chosen department
      Short Description Short description of the new associated ticket
      Description Detailed description of the new associated ticket
    8. Select Create.

    Resultado

    An associated ticket is created with the descriptions provided and is associated with the existing UR of the primary ticket. The associated ticket can also be viewed in the Associated Ticket related item of the Universal Request record.