Simplified Child Creation

This article contains instructions for expediting the child creation process by using information from the parent ticket.

This customization is known to work in all currently supported releases of Service Desk.

Step 1. Create the button

The first step is to add a "Create a Child" button to the Parent/Child tab.

For Requests, Incidents, and Problems:
Add the following code to cr_relreq.htmpl for Requests, in_relreq.htmpl for Incidents, or pr_relreq.htmpl for Problems.

HTML

<PDM_IF $args.id != 0>
ImgBtnCreate("makechild", "Create Child", "create_new('cr',0,0,0,'PRESET=type:$args.type','INITFROM=make_child')", true, 0,"Create a Child");
</PDM_IF>

For Change Orders:
Add the following code to chg_relchg.htmpl.

HTML

<PDM_IF $args.id != 0>
ImgBtnCreate("makechild", "Create Child", "create_new('chg',0,0,0,'','INITFROM=make_child')", true, 0,"Create a Child");
</PDM_IF>

For Issues:
Add the following code to iss_reliss.htmpl.

HTML

<PDM_IF $args.id != 0>
ImgBtnCreate("makechild", "Create Child", "create_new('iss',0,0,0,'','INITFROM=make_child')", true, 0,"Create a Child");
</PDM_IF>

For r11.x releases it is recommended that you edit your pages via the Web Screen Painter. For older releases you must edit the files directly.

Step 2. Create the form

The next step is to add a "make_child" form to the main detail page.

Ticket Type	Detail Page File Name
Requests	detail_cr.htmpl
Incidents	detail_in.htmpl
Problems	detail_pr.htmpl
Change Orders	detail_chg.htmpl
Issues	detail_iss.htmpl

The following code provides a few examples of setting name fields, searchable fields, drop-down lists, and free-text fields. Use the examples provided here or add your own. However, you must include the lines presented in red. Search the file you are editing for "frm002" and place the make_child form before it.

CODE

<FORM NAME="make_child">
<INPUT TYPE=hidden NAME=SET.parent VALUE="$args.persistent_id">
<INPUT TYPE=hidden NAME=KEY.parent VALUE="$args.ref_num">
<INPUT TYPE=hidden NAME=SET.customer VALUE="$args.customer">
<INPUT TYPE=hidden NAME=customer_combo_name VALUE="$args.customer.combo_name">
<INPUT TYPE=hidden NAME=SET.category VALUE="$args.category">
<INPUT TYPE=hidden NAME=KEY.category VALUE="$args.category.sym">
<INPUT TYPE=hidden NAME=SET.priority VALUE="$args.priority">
<INPUT TYPE=hidden NAME=SET.description VALUE=<PDM_FMT ESC_STYLE=HTML>"$args.description (created as a child from $args.ref_num)"</PDM_FMT>>
</FORM>

Note: For COs only, replace ref_num with chg_ref_num.

Step 3. Clear the web cache

The final step is to clear Service Desk's cache. The methods vary depending on release.

For r11.x releases of Service Desk:
Publish your changes via the Web Screen Painter. The process of publishing automatically initiates a pdm_webcache.

For older releases:
Execute pdm_webcache from a command prompt on the Primary Server. There is no need to run this command on the Secondary Servers.