You're going to have to build a Work Order Template, and in that Template you're going to have to build the Assignments. Then you'll set your Email Policy to apply that Work Order Template to any new work orders it creates.
thanks Keith for the response. so when creating the child assignments, then I will have to create skill routing policies to assign these tickets to the individual department, right?
another question, if I want it to be parent tickets, is that possible in trackit? so one email comes in and it will generate 5 copies of these tickets. thanks for your help
You can definitely use Skill Routing to set the Assigned Tech based on your defined Matching Criteria. So if the template sets specific Type/Subtype/Category on the work order or assignment, for example, a Skill Routing Policy can match that, and stamp the desired Assigned Tech onto the work order or assignment.
There's not going to be a way to make multiple top level work orders, or automatically copy the work order, so that you end up with 5 "parent work orders" from a single email. The best you could do would be a single parent, with 4 assignment work orders under it.
If you're clever with the parent/child relationship, then the "parent" acts as a big umbrella, and you create 5 assignments for the 5 techs. For example, the parent could be:
-Prepare for new hire
Then the 5 assignments are something to the effect of:
-Set up physical office
-Set up telephone line and voicemail
-Set up server shares and mapped drives
-Prepare Welcome Package
So, the "parent" is a vague or generic, brief description of the project: and the assignments are all of the actual tasks that need to be completed. The "tech" on the parent becomes the Project Manager.
thank you Keith, I appreciate the information, this was very helpful
Can those assignments be dependency based?
Brian can you give me an example of how you'd like to see that?
Very similar to the above mentioned assignments.
- Setup AD account
- Setup email account
- Setup PC
but you would need to setup AD prior to email. Can the "setup email" assignment only activate or become visible once the create AD account assignment has been completed or closed?
I see. No, we don't have any way to make them sequential vs. simultaneous. They'll all get created at once.
Now, in the Setup Email assignment, you could have the assignment include steps to verify that AD was set up prior to continuing, or something like that. That makes it "procedurally" enforced, rather than "programatically" enforced.
Can those child tickets be generated automatically?
I'm trying to streamline our processes for adding new users and deleting old ones. It would be nice if all the tickets we need could be automatically created and grouped together.
If the original work order is created via email, then yes, the assignments can be created automatically. You build a specific Email Monitor Policy to pick up those inbound emails, and have that policy apply a specific Work Order Template.
Then you modify that Work Order Template to have the desired assignments.
When a new email comes in that matches that Email Monitor Policy, the policy picks it up, reads it, and makes the work order. It then applies the Work Order Template over it, filling in whatever fields you have configured in the template. Then template also adds the assignments.