c.Support Community

I saw this is an earlier post but I am going to repeat it as we would love this feature as well. When users create tickets that invoke Hierarchy templates, the custom information does not filter down to the "Child" tickets. This feature would be really helpful as we have numerous tickets that have hierarchy's and having to go to the parent ticket each time to get the needed information is cumbersome.

c.Support is a great product and you Tech Support has been equally impressive.

Thanks

Andrew 

Most people probably don't realize how much we enjoy getting feedback like this, both from the obvious of appreciation for our product, as well as the not so obvious of feedback of how our product could be better.

Thanks for taking the time to let us know how important this feature request is to you, Andrew.

Eric

 Another thing that would be nice for Hierarchy incidents/changes is a drill down view of the related tickets.  This would allow reps to see an overview of an entire process.

 Is there any thought of this becoming an included feature and if so will it be added any time soon.

Thanks

Andrew Newman

This has been an issue for our organization as well.  We use a hierarchy to streamline our 'new hire' process and it would be nice if the information from the initial ticket propogated all the way down through the process so that each support rep has ready access to the information.  At the moment, each support rep is having to use 'Related Hierarchy' to find the setup ticket, open it, find and copy the details, and then paste them in their ticket - kind of a hassle.

 Brian -

In the 7.0 version, we have the abiltiy for custom field values to be inherited down to children. If you fill in the custom fields on the parent before saving the structure, those values will be inherited to the children, and upon closing a child, if there are any higher level incidents that get created automatically, those new tickets will also inherit the values. Another part of this is if the child ticket has the same category structure and there are custom fields on the category, those values will also be inherited.

Let us know if this is what you are looking for, and if not, details on how you'd like to see things work are always appreciated!

Lisa

 I know we can use this feature from the Admin/Support site but, our users often request the New Emplyee or Employee Changes and custom fields on Hierarchies dont inherit when input from an EUD. Is this part changing at any time in the near future?