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) you can do it using a Zendesk automation.
Steps for Setup
- Go to Zendesk Admin > Business Rules > Automations and click on Add Automation
- 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. Setup the automation following the example below:
Create child tickets after 24 hours
Meet all this conditions:
Ticket: hour since created (calendar) 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 target MPM Create Child Tickets
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.