When an agent decides to divide an existing ticket into Child tickets to work on in parallel, there are two ways to go about it: they can create it on-the-go and cascade details from the original Parent ticket to the Child or they can use a predefined template to automatically cascade specific details to the Child tickets.
Quick guide to create Child tickets on-the-go:
- Go to the Ticket Details page of the Parent ticket for which Child tickets are to be created.
- Click on the Parent child panel on the right side of the page.
- Choose Create a child ticket from the options displayed.
- All the properties from the Parent ticket will be cascaded into the Child ticket unless you choose to edit out some information.
- Select the Create another checkbox to continue adding Child tickets or just click Create when you're done.
Note: You can add up to 10 child tickets for each Parent ticket. A Parent ticket can only be Closed when all its associated Child tickets are Closed.