Tickets Linking

[alkhader]

Hi All,

First of all I want to thank all osTicket staff for this amazing software.

I have a small question, can we link two or more tickets together?

Suppose we have a billing ticket which is related to support ticket, we need to

link these tickets together for fast review.

Thanks in advance

[ntozier]

There is a mod in the mods section that lets you merge tickets together. Is that what you mean?

[pj1_aus]

I would also like to have the ability to "link" tickets together, rather than merging them.

1. Often you don't want to merge the content of one ticket to another because it may simply be a duplicate ticket. You may just want to close the duplicate ticket after linking it to the other ticket and enter an appropriate comment such as: "Duplicate ticket - refer to linked ticket: ticket#." Each of the linked tickets should display a hyperlink to the other ticket(s) when viewing them, e.g. "This ticket is linked to: ticket#, ticket#, .....

2. You may have different customers requesting the same (or similar) features, or reporting the same (or similar) issues. By "link" the tickets together staff can see all other supporting tickets. Hidden advantages are that staff get a good idea of how big the issue is (how many customers it is affecting), they may also get different user perspectives on the same issue that help to resolve it, and once an issue is resolved you can notify all customers who reported it by replying to each linked ticket.

Hope this makes sense ;)

[Rich_C]

This is something which is absolutely needed. A great example would be when sev's are first being reported.

EX: Cannot call outbound

This type of an issue might generate 10 emails in 10 minutes. Ideally you want to get a severity ticket created right away and link ALL requests which have come in related to it, close those originals and use the master request.

[Rich_C]

Oh and I totally forgot the most useful portion of this type of feature.


THE NEW HIRE!


New Hire tickets should include at least 3-4 linkages

- IT helpdesk
- Facilities
- perhaps a DBA for additional acocunts


The same multi-linked ticket holds true for moves and changes.