Creating New Linked Tickets


Create linked tickets

Depending on on the current subscription level,  If no liked tickets have been created for or assigned to a ticket then the user can click create linked tickets in each tickets header information dialog. A create new ticket window will be displayed with the current ticket clearly identified as a parent ticket. If a ticket has linked tickets then the ticket header will display Show linked tickets. Clicking this link will show all linked linked tickets in the ticket details area.
A child ticket dependency will be automatically applied when tickets are created using the create linked tickets header link or from the Show linked tickets detail screen. All child tickets must be closed or resolved before a parent ticket can be closed or resolved. The parent ticket number is displayed in the create new ticket window when you create a child ticket.
Creating New Linked Tickets

Linked Ticket List

List of tickets that are marked as Linked Tickets.  Linked Tickets are tickets that have a relationship with each other.

Create New Linked Ticket

The link ticket details area contains a New button that allows the user to create a new linked ticket.

Linked Ticket Icon

Linked Ticket icons display the relationship between linked tickets.  For more information on the meanings of different linked ticket icon see the Linked Tickets in Help Desk topic.

Ticket Type Icon

Ticket Type icon displys the ticket type.  Different ticket types display different icons.  Default ticket types include: Question, Feature, Incident, Probelm, Question. Depending on the subscription level. Custom ticket types can be created in administator. To learn more refer to the Ticket Types help topic.

Ticket Number

The ticket number that is assigned to the ticket is displayed here. Users can jump to a ticket by typing the ticket number in the Action Toolbar.

Ticket Subject

The subject of the ticket that was defined at the time of ticket creation is displayed here.

Ticket Status, Priority and Group Icons

Tickets can be assigned different statuses, priorities and Products and Groups.  Each has an associated icon.  The associated icons are displayed here. To learn more refer to the ticket list help topic.

Assigned To

Tickets can be assigned to staff members manually.  The Ticket Assignment selection box displays the staff member or agent that has been assigned to a ticket and allows authorized users to change the assignement to another agent or staff member.