ServiceGrid Article - Creating a Parent or Child via CallAction without XSLT
In the CallAction master data, there are several options under Parent/Child group.
This article covers the first 4 options: CreateParent, CreateChildren, UpdateParent and UpdateChildren. For information about other options, refer to Creating one or several Children via CallAction with XSLT.
When a parent or child is created, several options are related to the new linked ticket. A complete list of options are provided as follows. This is a 1:1 mapping and it is applicable for updating any tickets.
Customizing the Update of Parent or Child
There are four options when updating a linked ticket through CallAction.
- No - No update is done.
- UseSuccessors - The linked ticket will be updated if successors allow.
- IgnoreSuccessors - The linked ticket will be updated regardless of successors.
- InternalMessage - The ticket will be updated based on a internal message template. For more information, see Automatic update of parent or child.
To use (or ignore) the successors, follow these steps:
Step 1: Select one of the four options: No, UseSuccessors, IgnoreSuccessors, InternalMessage.
Step 2: Navigate to Parent&Child Mapping and set the mapping.
For more information about Parent and Child versus Master and Slave, see Parent and Child Tickets. Here is an example of Master and Slave mapping within the Incident CallSystem:
This means that the action that moves the Master incident to the status Solved will move the child tickets also to the status Solved. The solution and remarks will also be copied.
If the successors are ignored, the child tickets will be moved to the Solved status regardless of their current status. If the successors are used, then only those child tickets that the successors allow will be moved to the Solved status.
Fields Copied Between the Parent and Child
|General Information Fields||ShortDescription, Description, Remarks, Diagnosis, Solution|
|Caller and Contact Information Fields||
ShortName, Salutation, Title, FirstName, LastName, UserCategory, PIN, Sign, Description, Department, Tel, Tel2, MobileTel, Fax, EMail, Language, Location, Room, LocationStreet, LocationCity, LocationZip, LocationProvince, LocationCountry
NOTE: The caller or contact information will only be copied, if there is any information in the original call.
|Device Information Fields||
If a contract is selected for the parent or child call that uses inventory, then all the information of the device will be taken from SD.inventory module. However, if a contract is not selected, then the fields that follow will be copied from the original call.
Component, ShortName, Name, Manufacturer, Type, Model, SerNr, InvNr, SerNrProv, OpSys, Description, Location, Room, LocationName, LocationCategory, LocationZip, LocationCity, LocationStreet, LocationProvince, LocationCountry, LocationTel, LocationDescription, LocationRegion, HostName, IpAddress, MacAddress.
NOTE: These fields apply to both the MainComponent and SubComponent.
|Categories Information Fields||Both the customer and provider categories will be copied to the parent or child call.|
Several timestamps will be copied to the parent or child call, if they are set.
CustomerRequestedStartTime, CustomerRequestedEndTime, ProviderScheduledStartTime, ProviderScheduledEndTime
|Attachments||All attachments will be copied to parent or child call.|
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