Working with problem and incident tickets

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22 Comments

  • 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.

     

    6
  • Lou
    Community Moderator

    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

    4
  • Mac Hill

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

    Thanks!

    4
  • 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
  • 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
  • Lou
    Community Moderator

    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
  • 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. 

    1
  • 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
  • Lou
    Community Moderator

    Mike

    No. The only comment on a problem ticket that filters down to the incident tickets is a public comment, but ONLY when the problem ticket is solved.

    1
  • Mike

    If you leave an internal comment on a problem ticket, will this be sent out to all incident reports linked? or will it only update the assignee of the problem ticket? 

    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
  • Lou
    Community Moderator

    Stacey

    A trigger should do that. You need to be very sure of what you want to accomplish and how you'll structure it.

    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
  • 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
  • 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
  • Viktor Hristovski

    Lou hello - i wonder if there is a way when creating a new ticket from the helpsuppport (guide) , for the requester to somehow link their issue to an open problem ticket? In other words, if we have a list of known issues and the reporter can choose to link their ticket to some problem ticket? Thank you

    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
  • 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
  • Laquize

    Hello. I have a weird situation where incidents that I link to a problem ticket will sometimes "unlink" or just not stay on the linked ticket if that makes sense. This will happen without the ticket even being solved. Can you tell me what might be causing that to happen? Thank you!

    0
  • Lou
    Community Moderator

    Laquize have you looked at the events on the incident ticket to see when it was unlinked?

    Viktor Hristovski I don't believe you can do that. Not knowing all the details, I would assume the requester doesn't have authority to access the problem ticket, and as such cannot link to 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
  • Stacey

    Is there any way to set all incoming customer tickets as "question" type?

    0

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