Working with problem and incident tickets

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36 Comments

  • Sy Sussman

    When

    • Ticket Is Created AND
    • Priority Is -

    Then

    • Priority Normal
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  • This functionality works fine for us.  However, it doesn't seem that views or reports have any parameters to pull problem tickets that have linked incidents or incidents that are linked to a problem.  Or any ability to report on how many linked incidents any given problem has.  The only visibility into the association is at the individual ticket level.  That added layer of insight is really important for us. Any plans on this for the future or other ways to solve for this other than custom API reports?

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  • Roshan George

    How can I make the "linked problem" field required? I don't want agents logging an incident without associating with a Problem. It doesn't show up as a field in Admin Centre because I guess technically it's a sub field which is only displayed when Incident is selected as ticket type.

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  • Salim Cheurfi
    Zendesk Customer Care
    Hi Sy, 
     
    I created a ticket on your behalf, we will get in touch via email. 
     
    Best, 
    0
  • Fede test

    Hello Zendesk Community!

    How can we limit the incidents that are proposed before linking a ticket to an incident? We only want to see incidents within the brand of the ticket. Any recommendations?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Federico,
     
    I don't think there's a built-in way to do that, so for now I think it's going to need to be addressed via training your agents to verify the brand before assigning an incident to a problem ticket. But can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback?
    0

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