How can I track problem and incident tickets?

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6 Comments

  • Casey Baker

    Came here looking for a solution like Francesco suggested!

    1
  • Elle Tucker

    Came here with the same question as Francesco. 

    0
  • Miguel Angel Peralta Perez

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

    0
  • 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! 
    0
  • Miguel Angel Peralta Perez

    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.

    0
  • 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! 
    0

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