Working with problem and incident tickets

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73 Comments

  • Richard Dawson
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    On linked tickets we need the ability to attach a document for the final Public comment on the incident tickets.

    While the T [text] icon is visible the paperclip is not when we are selecting multiple tickets to edit linked to the Problem ticket.

    Is there an APP for this?

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  • Giovanni
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    Hi everyone,

    Is it possible to reply with a dynamic content to a Problem ticket ?

    Today, we're sending the message in french and english directly on the Problem ticket, so everyone receive the french & english version. 

    We would like to auto-adapt the answer and send only the right version to the user depending on his language.

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  • Brett - Community Manager
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    Hey Giovanni,

    Yes dynamic content will render correctly when replying to a problem ticket. This is actually a tip mentioned in our Working with problem and incident tickets article which I've linked for you :)

    Let us know if you have any other questions!

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  • Adarsh Shet
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    Hi, Is there a way I can add all the requestors/CC list from incident(multiple) tickets to problem ticket CC list automatically when we link the incident to the problem ticket.

     

    Also, Any possibility to link the incident to already resolved problem ticket. We have cases where the incidents are created but there is already a problem fix ticket created and released recently. Inorder to track better we need this new ticket to linked to the solved problem ticket. 

     

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  • Brett - Community Manager
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    Hi Adarsh,

    There wouldn't be a way to automatically copy this information over from the incident ticket to the problem ticket unfortunately. However, when you post a public response to the PT and solve that ticket out, every incident ticket attached to that PT should also receive that update. That means, any CC'd users to the incident ticket should receive the update as well.

    As for attaching incident tickets to a solved problem ticket, you should be able to do this already. However, you won't be able to attach an Incident ticket to a Closed problem ticket.

    Let me know if you have any other questions for me :)

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  • Adarsh Shet
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    Thanks Brett, 

    Is there any trigger we can create to link the problem ticket to incident ticket automatically based on the tags.I have the child_ticket tag in the problem ticket for the incident ticket(which have a parent_ticket tag). Looking for an automated way when I create a problem ticket from the incident ticket(using linked app/project management app) it will automatically link and populate the  'Linked Problem' field with the problem just created.

     

    Thanks

    Adarsh Shet

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  • Brett - Community Manager
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    Hi Adarsh,

    I did some digging on my end and reached out to our team internally but unfortunately there's no way to automatically link an Incident ticket to a Problem ticket. This would need to be manually done by the agent.

    Apologies for not being able to provide an alternative for you at this time :-/

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  • Dave Tonks
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    Is there any way of customising the linked ticket view, to include Organisation, for example?

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  • Richard Dawson
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    Dave Tonks,

     

    We "kind of" did this by using the same subject on the incident tickets for a one off instance.

     

     

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  • Richard Dawson
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    We also used the same Form

    1
  • Dave Tonks
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    Thanks guys. I had a thoroughly non-ideal workaround, that involved selecting all linked incidents and bulk-adding a custom tag. Then creating a view that only looks at tickets with that tag.

    Not ideal as it doesn't keep track of any new incidents that are added to the problem ticket.

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  • Oliver Jackson
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    Hi Team,

     

    I can't seem to link incident tickets to a problem ticket which has been solved.

    Must a problem ticket be 'less than solved' in order for an incident ticket to be linked to it?

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  • Brett - Community Manager
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    Hey Oliver,

    Agents should be able to link an incident to a problem ticket even if the problem ticket has been set to Solved. Can you confirm the problem ticket isn't in closed status instead?

    If the PT is set to closed, then that's expected behavior since you cannot make updates to tickets in that status.

    Let me know!

    0

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