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