Currently whenever a ticket is created by Helpdesk the contact gets auto associated to it. It would be great if we can have some logic to auto associate other objects, custom objects to these tickets as well.
The only way we were able to manage this was to use workflows to push properties between objects and then auto-associate based on those properties. It’s a real nightmare, and it’d be great to have a better way to manage it.
Our use case:
We sell equipment (custom object: “Asset”), which has service contracts (custom object: “Service Contract”) and installation address info (custom object: “Site”) associated with it. When we get a breakdown, we request the Asset serial number. We need to understand (a) if that Asset has an active Service Contract and (b) where that Asset is located (Site). We have another workflow triggered by a field called “Schedule visit”, which then creates an engineer visit (custom object: “Job”) and pulls all those associated objects (Assets, Sites, Service Contracts, Contacts, Companies) from the Ticket to the Job automatically.