Create associated tickets from an HR case

  • Release version: Xanadu
  • Updated August 14, 2024
  • 1 minute to read

    • From an HR case that is the primary ticket of a universal request, create tickets for another department and associate them to the same universal request as the HR case. This feature enables agents from various departments to collaborate and work on their tickets in parallel. It also enables organizations to trace back efforts against a single universal request.

    Before you begin

    Role required: sn_hr_core.case_writer

    Logged in user is the member of the Assignment group or Assigned to fields.

    Procedure

    1. Open an HR case.
    2. Click Create Associated Ticket.
    3. In the Create Associated Ticket dialog box, provide the following details:
      Table 1. Associated ticket form
      Field Description
      Department Department for which you want to create a ticket.
      Short description Purpose of creating the ticket.
      Description More details pertaining to the ticket.
      Work notes Updates that you want to share with the department for which you are creating the ticket.
    4. Click Create.
      A ticket is created for another department. This ticket is automatically tied to a universal request and appears in the Associated Tickets related list in a universal request.