Working with problem and incident tickets

Return to top

15 Comments

  • Dave Dyson
    Zendesk Community Manager

    Hi Maarten,

    Unfortunately, I think the only way to do this would require writing custom API scripts outside of Zendesk. Triggers don't have a way to perform actions when a custom field value (in this case, you sub-status) changes, and they also don't have a way to perform actions on Incident tickets when a trigger is activated on their attached Problem ticket. There is an API endpoint that can give you a list of the Incidents attached to a given Problem Ticket (List Ticket Incidents), and there is an API endpoint that allows you to update a list of tickets all at once (Update Many Tickets). But I don't know that there's an easy way to detect when that field changes in the Problem ticket, so you'd likely end up using a lot of API calls watching every ticket. Maybe someone else has a better idea?

    0
  • Anne-Flore Caire

    Hello,

    I have to identify the "Incident" tickets which are link or not no a "Problem" Ticket. But I don't see any condition in triggers, nor tag to do that.

    It was difficult to read all the comments of this article, but I think I didn't see any one.

    I hope I am wrong... So if someone have a solution, i'll be very interested to get it.

    Thanks

    1
  • Amber Barnes

    Is there a way to create an incident from a problem ticket in the Zendesk support UI? We have situations where a "problem" ticket comes in, and we need to create incident tickets manually. The only way I know of linking a newly created incident ticket is to backtrack to the problem ticket and link manually. It would be nice if there was was a way to create incident from problem ticket (unless there is and I'm just missing it!)

    0
  • Beau P.
    Zendesk Customer Care

    Hi Amber,

    Presently there doesn't exist a mechanism to create linked incident tickets from a problem ticket itself; you would need to manually create new incident tickets or connect existing tickets to your newly created PT.

    Let us know if you have any additional questions.

    Beau | Customer Advocate 

    0
  • Louis Borocki

    Can the linked tickets view be modified?

    The default shows ID-Subject-Requester-Requested-Group-Assignee.

    I'd like to add columns to this view.

    Thank you

    1
  • Cheeny Aban
    Zendesk Customer Care

    Hi Lou,

    As of the moment, there is no native way to customize the incident ticket view, but I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

    5
  • Mac Hill

    @... I would like to +1 for modifying the linked ticket view.  Seeing the ORG would be really helpful to us. 

    Thanks!

    1
  • Mark Leci

    We also use organizations heavily and want to add this to the incident tab. The alternative using a view per problem ticket is very clumsy, since we may have 15+ problem tickets open at once and each would require a new view (since you can't show any details about the linked problem ticket in a view) Is there an open feature request for this yet? I wasn't able to find one. 

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Mark,

    I wasn't able to locate an existing feedback request related to the functionality you're looking for. I'd recommend creating a new feedback post in our Feedback on Support topic for our product managers to review. You can also copy and paste the following template when submitting your feedback.

    Thanks for taking the time to share this with us!

    0
  • Adarsh Shet

    Is there any recent change in the problem and incident ticket, i see comments made in the problem ticket is automatically get commented in the incident ticket as an internal comment? which was earlier only during solving the problem ticket. 

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Adarsh,

    I suggest that you check the ticket events of the two tickets to verify why the comments were automatically added. If you think that it was caused by the system, you may reach out to our Customer Support with the ticket ids for a closer look

     

    0
  • DJ Yoder

    When you solve the problem ticket and then choose the option to also solve all associated incidents, it ignores fields on the related incidents that are not yet filled out but are required on solve.  We are ending up with tickets with incomplete field data as a result.  Is this intended (there is no warning that it will override "required field" settings)? Or is this a bug?

    3
  • Erik Boudreault
    Zendesk Customer Care
    Hello!
     
    @DJ Solving a Problem Ticket will ignore rules such as Required ticket fields as to avoid collision. 
     
    @Paul There is not a way to send an update to all Linked Incidents. Only the Solved Status will send an update to all Linked tickets with the last comment made.
    0
  • Paul Toomey

    Hi @Erik - thanks for the response - I actually removed my question as I found how to update all linked tickets at once with a progress update without having the solve the main ticket. I used the incidents view and then selected all linked tickets and hit the 'Edit xx Tickets' button, then added a public comment and hit submit and the comment is added to all tickets - so it was simple in the end.

    1
  • Louis Borocki

    Paul Toomey The down side to that is you're limited to 100 tickets at a time. We have many problem tickets with well over 100 linked tickets.

    1

Please sign in to leave a comment.

Powered by Zendesk