Employee Onboarding Sequential Child Tickets

Employee Onboarding Parent Ticket View
Option to create all the child tickets at a time
Agent can reorder the sequence of child tickets to be created
Once the sequence is set and prioritised agent can set the sequence to start the creation of first child ticket

Inspiration

To learn about fw marketplace app building.

What it does

When an Employee Onboarding request is raised, there will always be a parent ticket created and possibility of one or more child tickets associated to parent ticket that needs to be created. Freshservice currently creates all the child tickets parallel with the parent ticket at a time. This App allows agent to either let all the child tickets to get created parallel with the parent ticket or sequentialise the order of child tickets to be created one at a time such that the next child ticket in the preset sequence only gets created once the current open child ticket gets closed or resolved in order to prevent the SLA and handle dependancies.

How we built it

Using the fdk and freshservice ticket APIs.

Challenges we ran into

The existing freshservice API for tickets doesn't store any information related to child tickets and Employee Onboarding based tickets which if was present it could've made our job easier.

Accomplishments that we're proud of

It's the feature we tried to build which Freshservice hasn't explored yet in Employee Onboarding. We introduced sequentiality for child tickets of employee onboarding.

What we learned

How to build a marketplace app for any FW product. How to make best use of available FW APIs for building a productive app.

What's next for Employee Onboarding Sequential Child Tickets

1) Right now our app will allow to open a single ticket at a time according to the sequence set by the agent, We can also add creation of two or more child tickets at a time in the sequence. Example: {ticket1, ticket2}, {ticket3}, {ticket4, ticket5, ticket6}. Here first set of ticket gets opened first and following set of tickets will open when all the tickets in previous set are closed or resolved.

2) We are opening the next ticket in the sequence only when currently open child ticket gets resolved or closed, we can also add a condition such that the next ticket in the sequence will be opened when current child ticket goes into pending state. We can provide agent with the customisable conditions for opening next ticket in the sequence.

3) The App integration can be extended to a bigger view instead of having it in the ticket sidebar.