I'm wondering if anyone has tried doing this. If so, please share your thoughts and experience. The full story is below, but with Service Desk we basically want to send a parent ticket through a series of data validation checks / updates, possibly with process designer, after each time a child is added to it.
Would it be possible to build a calculation in Service Desk that would recalculate fields on the parent such as the Priority (Response Level) when children are added?
For example, if the parent ticket is Impact = 1 User, then as the first child ticket is added, the Impact is updated to 2-10 Users, and if more than 10 children are added then the Impact is automatically changed to Branch/Site.
I believe that by changing the Impact, the Response Level would also change. We would want to add a check so that the calculation never lowered the Impact or Response Level if children are detached.
What I am trying to accomplish is prevent having a Parent ticket with 10 children listed as a Priority 4 with impact set to 1 User.
Cheers!
