Installing and using the Linked Ticket app

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11 Comments

  • Jorge Moreno

    So no option to send an attachment?

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  • Jessie Schutz

    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.

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  • Dain Clarkin

    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

    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

    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?

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  • Jessie Schutz

    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.

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  • Helder

    Why cant we link 2 existing tickets?

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  • Nicole - Community Manager

    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. 

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  • Nicole - Community Manager

    Additional note: one of my colleagues suggested that the Linkets app can help with linking existing tickets.

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  • Sonia Radaelli

    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 ?

     

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  • Brett - Community Manager

    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 :)

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