Subtickets - Advanced Ticketing

Parent Ticket - Main ticket that has visibility over the progress and status of each sub ticket.

Subticket - Individual tickets that are assigned/tied to a parent ticket. Each sub ticket has to be resolved before closing the parent ticket.

To create sub-tickets, navigate to the left sidebar, click Tickets, and then Ticket Templates. Here you will generate Ticket Templates for each sub ticket.

For example, with a new employee, you can create individual templates for direct deposit set up, W4 withholding, employee handbook, etc. And have these tickets assigned to a specific agent or team.

Click on the +Add Ticket Template in the top-right corner. Next, enter the Template Name.

In the first section, Ticket Issue, enter the following:

The following section, Ticket Details, will allow you to enter information for your ticket subject and issue description.

In the last section, Workflow Details, you can add actions to the ticket template. There are many different actions that you can apply to this ticket template. Commonly used actions are Assign to Agent or Team, Set Status, and Attach Form.

Lastly, using this template, you can select whether you would like to have rules fire on your submitted tickets. Click Save.

Continue the same steps for the different subtickets.

You can also create subtickets directly from a main ticket using the Subtask/Subtickets widget, available in all iiQ modules.

You will follow the same ticket creation process: select Ticket Type, choose Issue Category, and fill in Ticket Details.

You can also create a subticket for another module. When you create a subticket for a different module, it will be visible not only within the parent ticket but also in the associated designated module. This dual visibility feature allows all team members to easily access relevant information, ensuring they can track the progress and updates of tasks across various project areas.

After entering all the subticket information, click 'Submit Ticket' to create a new ticket.

The parent ticket will be included in the ‘Info’ widget, and the new ticket will appear as a subticket on the parent ticket.

You can reorder Subtickets using the drag-and-drop icon to the left of each item. This feature allows you to easily move a Subticket to a different position within the list. Reordering is handy when adding a Subticket in the middle of the list.

Reordering can be done on:

Rules Engine is Incident IQ’s powerful tool that helps automate workflows. Rules can be set to assign tickets to specific teams or individuals based on location, ticket subject, adding subtickets, and many other conditions. The rules engine can only apply subtickets to parent tickets. You can manually add additional subtickets to another subticket(s). Please see the section below on how to add subtickets manually.

When creating a rule, under the Perform these actions section, select Create Subtickets. Next to the right, select Add Subticket.

Next, you will select the ticket template you created for the subticket. All ticket templates from other modules (ticketing, facilities, and human resources) will be available. This is beneficial if you need a subticket created for another department. Please note that the ticket template must be created in the specific iiQ module for the subticket to be created within that module. You can add as many subtickets as needed.

For example: When hiring a new employee, let’s say we need the IT department to assign a laptop. Add the subticket from the ticketing module to automatically create the ticket to assign a laptop for the new employee.

You have additional options to the right of each subticket. Click on the gear icon. Here you have the ability to:

Another action that can be performed is to Create Local User. This will create a local user is iiQ and set their role to Guest. This is beneficial if the user does not already exist in your SSO integration (i.e., new employee). This allows this user to receive emails and updates related to the ticket. You have two additional options.

The first option you can set the locally created user as the ticket submitter. The second option you can have the ticket be submitted on behalf of the locally created user. The user who originally submitted the ticket will stay the ticket submitter.

Within the Shortcuts feature, users have the ability to utilize an Action called "Create Subtickets/Subtasks" to efficiently generate subtickets. In a ticket, navigate to Shortcuts and select New Shortcut from the dropdown.

First, you will name the shortcut and select “Create Subtickets/Subtasks” under the Ticketing section in the dropdown.

On the right, select Add Subticket. You will be prompted to select a Ticket Template from the dropdown.

The ticket template is added to the action and can be saved here.

To apply this action to a ticket, select the Shortcuts dropdown and select All Shortcuts. Now you can locate your subticket shortcut and apply the action.

The ticket timeline will be updated to reflect the created subticket.

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When viewing a parent ticket, you can see the widget Subtasks to the right. Here, you can view all the Subtickets applied to this parent ticket.

With each subticket, you are provided with the basic information: agent assigned to the ticket, ticket number, ticket status, due date, location and room number.

To the right of each subticket, you have additional options. Click on the gear icon; you can:

Click on the X, and the subticket will be deleted altogether. To the left of each subticket, you can resolve the specific subticket by checking the circle. This can only be done if all the required actions have been completed for the individual subticket.

To view the specific subticket, click on the subticket. This will open the ticket details page.

At the top of the Subtasks widget, you can see the total number of tasks and the number of tasks that have been resolved.
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​All subtickets must be closed before the parent ticket can be resolved.

You will also see the Overdue icon, which indicates how many subtickets are overdue based on the due date set for that ticket. Clicking the icon scrolls the list to the first overdue subtickets.

You can also manually drag and drop Subtickets. Click and hold the drag-and-drop icon to the left of the subticket to drag it to a different position.

When you hover your cursor over any ticket within the "Subtasks Widget" on the ticket details page, a summary of the ticket will appear. This summary provides key information at a glance, allowing you to quickly understand the details of the specific ticket you are examining.

You can view the subtasks and subtickets for each item without leaving the primary ticket.

On a ticket view, you can see parent tickets and the sub tickets. A parent ticket will display that it has subtickets attached. You can hover over the parent ticket to display the subtickets and subtasks on a ticket view. Clicking on the specific subticket will open the ticket details page.

Hovering over the subticket will display the parent ticket.

Filter your ticket view with tickets involving parent tickets and subtickets with the following filters:

Create a custom view of easy access to already filtered views. When creating a new custom view, you have the options to add, remove, and adjust the different columns that are displayed. You can add the Subtask column to the view to see all subtasks tied to the parent ticket.

In the iiQ Mobile App, users can complete and delete subtickets from tickets. These actions will be reflected in the timeline section of the ticket on the web.