I have a customer support tracking application. Clients will call in to the helpdesk and those help desk employees will "create a new phone call". When they open the phone call record the timer starts and when the save the phone call the timer stops. This is our way of tracking phone call times and resolution times. Help desk employees are also able to add a new support ticket (parent record) from the phone call (child record) screen by choosing the record picker and clicking "add new".
This works okay. But the issue is when they have already filled out all the client information on the phone call screen and they try to add a ticket (parent record) the ticket does not pull the phone call information up-stream. They have to re-select the client and everything. Is there a way to create a url formula to add a parent record that will also automatically select the client (by key field) and any other information? I am not very well versed in URL formulas. I have done them before but they were fairly simple ones. I am not sure where to even begin with this one.
The biggest thing we need is that when they click the Add record button the phone call screen can not save yet because we need the timer to keep running. So i need this add record button to open a pop up window with the phone call information populating up-stream. Any advice on how to begin this process would be much appreciated.
Here is some additional info:
Thank you so much!