Associated Tickets can only be created from Internal Tickets. An Associated Ticket is a task/action that is related to the original ticket task/action. Associated Tickets are often created from a checklist when additional action is needed.
User Type & Roles
To perform this action in ALICE, the user must have at least Employee User Type access.
The user must also have the following settings within “Roles” enabled”
Access to “Ticket List” tab.
Access to “Add” Tickets.
Consider also granting access to “View”, “Edit”, “Close” and/or “Assign” Tickets depending on the tasks each user will be responsible for performing. Users with “View” access will also receive notifications for unassigned tickets.
Things to Consider
Associated tickets can only be created from an Internal Request Ticket.
There are two places to initiate an Associated Ticket. To add an associated ticket from the ticket details, tap the ellipsis. Then tap “Add Associated Ticket”. To add an associated ticket from a checklist, tap the add associated ticket icon.
Tap to add an associated ticket.
Select a Service for the Associated Ticket.
Enter the information into ticket fields.
Tap “Save”. ALICE will display a notification icon on the ticket details to show that the ticket has an Associated Ticket.