Working with problem and incident tickets

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67 Comments

  • Richard Dawson

    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

    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

    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

    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

    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

    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

    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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