Working with problem and incident tickets

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40 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
  • Federico Olmus

    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?
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  • Jed Hollander

    Is it possible to have an INC ticket, when attached to the Problem ticket, duplicate the fields that are set by the Problem ticket?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Jed Hollander,

     

    We don't have a native option at the moment for incident tickets to copy the ticket fields of the problem ticket.  You may use the API and placeholders to pass field values from one ticket to another, but it’s really manual. It can’t dynamically send a problem ticket’s fields to all incidents. We do have a 3rd party app in the Zendesk Marketplace that you can check out called Ticket Field Copier. Hope this helps!

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  • P Johansson
    OMIO You want to be paid for nothing, our trains were canceled but you still demand money from us, are you not really healthy or maybe a fake company? It is also not possible to call you or get in touch why?
    Soon time for a police report against your mafia methods.
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  • Dave Dyson
    Zendesk Community Manager
    Hi P Johansson -
     
    It seems like your correspondence has come to the wrong place! You've reached Zendesk support, and it sounds like you're probably trying to reach someone who *uses* our software to provide support. We make software that companies use to give their customers a way to contact them, but we don't actually provide support for their product, just the channel for communication.
     
    Unfortunately, we are unable to forward your email on so please try reaching them directly from their website!
     
     
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