AL: How To Add Associated Ticket - Mobile

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.

Steps:

1. Tap to add an associated ticket.
2. Select a Service for the Associated Ticket.
3. Enter the information into ticket fields.
4. Tap Save. ALICE will display a notification icon on the ticket details to show that the ticket has an Associated Ticket.