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Workflow: How to track problem and incident tickets



Edited Dec 16, 2024


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8 comments

Came here looking for a solution like Francesco suggested!

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Came here with the same question as Francesco. 

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How can I increase a numeric field every time an incident is linked to a problem?

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Ivan Miquiabas

Zendesk Customer Care

Hi Miguel Angel Peralta Perez,
 
Thanks for reaching out! Can you provide a screenshot of what you mean by increasing a numeric field everytime an incident. is linked to a problem? I would assume that you are referring to the View correct? 
 
 
Cheers! 

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Hi Ivan,

No, I mean updating the "Número de incidentes vinculados" custom field when an incident is linked to a problem:

What I thought of to solve this is to update it through a ticket update webhook ('PUT' https://{{domain}}.zendesk.com/api/v2/tickets/{{ticket_id}}), but I can't find an event to identify when an incident is linked to a problem and use it as a trigger condition.

Is there anything I'm missing or is there another solution?

Thanks.

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image avatar

Ivan Miquiabas

Zendesk Customer Care

Hi Miguel Angel Peralta Perez
 
Thanks for providing some insights, I believe this needs a deeper investigation on how you can achieve this. I would suggest sending us a ticket here and will take a look on any workaround if there is any. 
 
 
Cheers! 

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Couldn't you just use Type “Changed to” Problem and skip the tag?

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I just implemented this with “Changed to” and it works fine.

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