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Project Management

NetHelpDesk has been developed over the decades to be the very best ticketing system it can be, allowing to track tickets from beginning to end, and all actions on the ticket during its lifetime. The Project Management within NetHelpDesk allows for calls to be linked together to manage a larger project, using Parent and Child relationship style, to allow sleek traceability, time and resource management and fluid communications.

Whether your projects are part of your tickets, or separated into their own “Projects” area, is entirely your decision as a business. Project tickets have all the same wonderful features as any other ticket type would have, but in this guide, we discuss the options available to you to use them specifically for projects.


Nominating a ticket Type as a “Project”

The first thing, if you want your tickets for “Projects” kept in the separate area of NetHelpDesk called “Projects, is to nominate the ticket type(s) that are used for handling project tickets.


Project Example 1:

Let’s say that a new project needs to be raised to get a new Laptop for the new Manager that just started. A parent is raised called “New Manager’s New Laptop”, and that parent ticket is assigned to Jayne, who ensures the project as a whole is completed efficiently, and within budget.

As part of that project, Jayne creates 4 child tickets to order the new laptop from the third party Supplier, another to configure it with the standard configuration for Managers, another to create the new user on the network, patch a new phone port at their desk, another one to patch the network port, and assigns all four child tickets to Dan, Andrew, Katie and Teresa respectively, to look after each particular task.

In this instance, all four tasks can be done at the same time, and none of them reliant on the other one being completed, in order for work to commence on that task.


Parent and Child Relationships

The functionality in NetHelpDesk allows for “Parent and Child” relationships between tickets. This means that lots of smaller tasks, or “Child” tickets can be linked to one larger “Parent” ticket, which “in charge” of the “Child” tickets.

Each of the tickets, regardless of whether parent or child, can be assigned to the Technicians that are in charge of that ticket. Each ticket can only be assigned to one Technician at any one time, but can be reassigned if necessary.

In Project Example 1, Jayne can update her parent ticket with notes, and choose to add the same note to the child tickets, and also oversee high level status of child tickets from within her parent tickets using the “Linked tickets” tab.

The Project Time and Money budgets allow her to track money spent during the tickets lifetime, and compare against actual for later reporting.


Linking Tickets Together

Link tickets together in a parent / child relationship. The parent ticket is the one you are linking to. The child tickets are the ones being linked.


Cloning tickets

Cloning tickets can be a fast way to create multiple tickets for use in Projects, so we have added this explanation here for those who will find it beneficial.


Action on a ticket

As with all tickets, all of the actions you add to a “Project” ticket will be recorded against it during its lifetime. One of the good things with ticket Types in NetHelpDesk, is that you can specify a whole host of defaults to occur when raising that call. These include:

All of these can be set by editing the ticket’s details in the setup. You can use one, a few or all of them. The choice is yours.


Project Example 2

Let’s say that a similar project to above needs to be raised to get a new Laptop for the new Manager that just started. A parent is raised called “New Manager’s New Laptop”, and that parent ticket is assigned to Jayne, who ensures the project as a whole is completed efficiently, and within budget.

As part of that project, Jayne commences a workflow that has 4 separate stages, and each stage needs to be completed before the next one can begin.

The four steps are actioned by Dan, Andrew, Katie and Teresa respectively, to look after each particular task.

In this instance, all four tasks cannot be done at the same time, and each step reliant on the previous one being completed, in order for work to commence on that task.


Setting up Workflows

The workflow can now be specified at the ticket Type level, to start that workflow when a certain type of ticket is raised. The great thing is that each action can have its own set of defaults, such as:


To Do Lists inside tickets

Against all tickets, regardless of whether the ticket is a project, opportunity or regular ticket, can have their very own To-Do list. They can be added to during the ticket’s life, pre-populated from a template, or a mixture of both.


Ticket Templates to use for Projects

With NetHelpDesk, ticket Templates have so many features available, which are perfect for a project setup, especially for larger projects, with multiple steps that need to be followed for quality and auditing purposes.

If you are going to create templates for parent tickets, with child tickets attached, start with the child tickets first. Then add the child tickets to the parent ticket, whilst you are creating the parent ticket.

Should you have any questions regarding any steps in this guide, please speak with the NetHelpDesk Support Team.


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