Why is the Service Desk Queue showing the sub-task's parent key as part of the Summary?

[Mathew Lederman]

Can anybody explain to me why the Parent key of a Sub-task shows up in the summary of a Service Desk Queue? In the screenshot below I tried to show the problem.

RQM-16691 is the Sub-Task key and Employee Name Change (Jira) is the Sub-task Summary. So far, all is as expected. However, in front of the Summary, Jira has decided to put the parent ticket's key, RQM-16032.  

As you can see from the column configuration, I would expect to see the SLA, Sub-task Key, Status, Summary, etc. Why is the parent key even showing up?

[Kian Stack Mumo Systems]

@Mathew Lederman, 

I believe this is expected behavior. Please see this Suggestion which indicates that the parent ticket key is supposed to be shown.

Thanks,

Kian

[Mathew Lederman]

@Kian Stack Mumo Systems

Do you know if there's a way to force the slash denote the Parent Issue Key from the Summary? "Parent Key | Summary" or "Parent Key / Summary" would be totally fine. Right now it's "Parent Key Summary" so it's impossible to tell where one starts and the other ends.

[Kian Stack Mumo Systems]

Well the key is always going to be in the same form - RQM-xxxxx. You should be able to tell where the summary starts.

[Mathew Lederman]

Agreed, and as a Jira admin I can. But when we have 500-1000 agents that have never used Jira before, this complicates things a lot more than necessary.

Additionally, if you mis-click by a few pixels you'll end up at the parent-level ticket rather than the sub-task and even as the person who built this project that can be confusing.

I understand some of this is training, but when were working on mass scales functionality will always outweigh training.

[Kian Stack Mumo Systems]

Sure. I don't know of a way to separate the two of them out. I would train your agents to click on the Key column if the concern is that they may accidentally click on the parent issue key on the summary column.