Working on implementing the use of problem and incident ticket type fields within my business and am creating some internal documentation so that my team members will understand how to use it. I have been using your documentation on the topic (namely: https://support.zendesk.com/hc/en-us/articles/203691086-Working-with-problem-and-incident-tickets) as a guide and have a few quick questions.
1.) In the documentation, it says that any comment made in the problem ticket will update all of the incident tickets, but this is not the case in trials I've done with test tickets. Neither public nor private comments made within the problem ticket are visible within any of the incident tickets. I can only get comments made in the bulk ticket edit within the Incidents tab or the comment when solving the ticket to appear. Is this as expected?
2.) Does changing the fields in problem ticket, such as root-cause category or product type, change these fields within the incident ticket?
3.) Are there any recent features added to the problem and incident model?
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