Installing and using the Linked Ticket app

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21 Comments

  • Jorge Moreno
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    So no option to send an attachment?

    1
  • Jessie Schutz
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    Hi Jorge!

    Do you mean that you want to add an attachment to a Child Ticket at the time that it's created? If so, the Linked Ticket app isn't built with that functionality so you would need to add the attachment manually after the Child Ticket is created.

    0
  • Dain Clarkin
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    Hi Jessie,

    Your article says "check Copy current ticket description if you would like to carry the ticket description from the parent ticket through to the child ticket. Please note that ticking this option will only carry through public replies (no internal notes), and post the description as a public reply."

    I'm running into the issue where it is only pulling the "original description" and not any subsequent public replies through to the 'child' ticket. Is there any way to fix this? We would like to have all public comments in the 'parent' ticket pull through.to the 'child'. 

    Thanks!

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  • Jessie Schutz
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    Hi Dain!

    That wording is a big ambiguous, but my understanding is that it's expected that only the ticket description would be copied over to the child ticket in this scenario. I'm going to contact our Docs team to see if we can get that clarified.

    I don't think it's going to be possible to get all the ticket replies over to the child, short of copy/pasting everything. My concern with doing that with any method is that it will create confusion for the person viewing the ticket, having all of that info dumped into the description. Can you tell me more about your use case?

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  • Arthur Williams
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    Hi there,

    This is a solid app! Could use some edits, though:

    Currently, when tickets are linked there is only one relationship possible at a time. For instance, when a child ticket is created it is not an option to create another child ticket from the same parent. Furthermore, it is not possible to create another child ticket from the child ticket. Any way around this?

    2
  • Jessie Schutz
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    Hi Arthur!

    There's no way around it with the Linked Ticket app, but there's another app that allows you create multiple child tickets. You can find it our App Marketplace: Project Management App.

    0
  • Helder
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    Why cant we link 2 existing tickets?

    0
  • Nicole - Community Manager
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    Hey Helder - 

    That's just not the way the app works. It was written with parent/child logic. 

    I will share your feedback with the developers that you would like to see it link 2 tickets. you are also welcome to leave a review on the apps marketplace to share your thoughts. 

    0
  • Nicole - Community Manager
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    Additional note: one of my colleagues suggested that the Linkets app can help with linking existing tickets.

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  • Sonia Radaelli
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    When I create a linked ticket not all the ublic comment are created. As soon as the app find an internal comment the other public comments are not copied.

    Is it correct ?

     

    0
  • Brett - Community Manager
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    Hi Sonia,

    The expected workflow is that using the Linked Ticket app will allow for you to copy over the parent tickets description. The app is not configured to copy all comments within the parent ticket over to the child ticket.

    I hope this clears up any confusion :)

    0
  • Mary Thomasson
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    This app works great for us, but we have a few minor requests.  Perhaps these could be included when the app is updated to V2 framework?

    • Add a "clear tags" button to remove all the tags (except the designated child ticket tag).  We use this app for creating sub-tasks for other Groups, and the tags on the existing ticket are irrelevant so they must be removed one by one.

    -AND/OR-

    • Move the 'x' to remove tags to the left of the tag so we can click to remove them quickly.
    0
  • Brett - Community Manager
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    Thanks for sharing Mary!

    I can't promise these features would make it into the V2 version of the app so I wanted to provide you with a possible workaround in the meantime.

    Since your app is configured to add the child_ticket tag to your linked ticket you could create a trigger that fires only when the ticket is created and uses the set tag condition. Here's an example below:

    What this will do is remove all previous tags from the ticket when it's created and contains the child_ticket tag. 

    I hope the above helps!

    0
  • Donato Dileo
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    Hi Guys,

    it seems that after the last update of last week, the APP is not working properly.

     

    When you select the final assignment of the child ticket, the new ticket create seems not receive this information, and it is creating a lot of internal issue.

    Does anynone experience the same issue?

     

     

    1
  • Dylan Cunniffe
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    Yes, we are also experiencing the same problem.

    1
  • Nicole - Community Manager
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    Hi Donato and Dylan - 

    We are seeing several reports of this, and our team is working on resolving the issue. We'll keep you posted once it's fixed! 

    0
  • Chris Sos
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    Hi Donato and Dylan,

    We released a bugfix today which should resolve this issue regarding assignees.

    Thanks,

    Chris

    2
  • Joe Sibley
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    For some reason when I create a new child ticket, it doesn't automatically add the tag, "child_ticket".  I've set it up in the App Configuration.  I made sure the tickets were fully created and had the status of Open.  Please advise.

    0
  • Brett - Community Manager
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    Hi Joe,

    If you check the ticket events of your child ticket can you see if there's a trigger set up that is removing the child_ticket tag?

    Let me know!

    0
  • Joe Sibley
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    Thanks Brett for responding so quickly.  I've opened my Ticket Events and see no trigger removing a child_ticket tag.  I only see it add the normal tag for the ticket category I created.

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  • Brett - Community Manager
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    Hi Joe,

    I tested the app on my end and it appears to be adding the tag correctly. Have you had a chance to uninstall and re-install the app to see if that resolves the issue?

    0

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