How to automatically create child tickets after a delay

In Myndbend™️ Process Manager, certain processes require child tickets to be created after time has elapsed. For example, the new hire process may require a 24-hour delay before network access can be granted.

When a parent ticket is created and you need to add child tickets after 24 hours (or any number of hours) you can do it using a Zendesk automation.

Steps for Setup

1. Go to Zendesk Admin > Objects and rules > Automations and click on Add Automation:
   
   
2. Fill in the conditions and actions
   
   Let's assume you want to create child tickets from template set #10, 24 hours following parent ticket creation.  Set up the automation following the example below:
   
   Automation Title
   Create child tickets after 24 hours
   
   Meet all of the following conditions:
   Ticket: hour since created: Greater than -  24
   Ticket: tags contains at least one of the following  mpm_child_24_hours
   Ticket: status less than Closed
   
   Perform this actions:
   Notifications: Notify Active Webhook -  MPM Webhook
   JSON Body:
   

   {
       "action": "create-child-tickets",
       "data": [{
           "sets": "10"
       }]
   }

   Ticket: Remove tags mpm_child_24_hours
   

In this example, we only create child tickets from the parent tickets that have the tag "mpm_child_24_hours".  To ensure it does not run multiple times on the same parent ticket, we'll remove the tag above with the automation action. This will avoid duplicate child tickets getting created from the parent ticket.