Problem Ticket updating Incident ticket

11 Comments

  • Liz Rosen
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    Based on the article that Mac is referring to, I was also under the impression that if I put public replies on a "Problem" ticket, that the linked "Incidents" would be updated with the same public reply - and that it would be sent to the requester.  

    When testing, it appears that the only action that actually pushes anything to the Incident tickets is when you mark the Problem solved.

    I was sincerely hoping that I could use this problem/incident thing to keep a number of customers updated on the status of an outage, but it seems like I'd have to do all the status updates to each individual ticket one-by-one.  

    Clearly I can use this to resolve all the tickets when the root problem has been resolved, which is great. But really what would make this feature truly awesome is if I could have a way to quickly notify a bunch of customers in the event of an outage.  Hopefully I'm missing something?  Thanks for your help.

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  • Mac Gotsch
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    Hey Liz - 

    We seem to be on the exact same page. I and other members of my team were really excited about the prospect of being able to simply post a reply in the Problem ticket and have all of the other Incidents be updated with this comment (and not have to have the Problem solved to do so).

    Although I was really disappointed to find that this isn't the case (as far as I can tell), one feature that I have found helpful and that nearly satisfies my need is the bulk ticket editing (which was briefly touched at the bottom of the aforementioned documentation). It gives you the ability to select some or all incident tickets then update those tickets simultaneously. Hope that helps!

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  • Liz Rosen
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    Yep, I'm aware of bulk editing, but doing it via the 'problem' ticket really seemed to make sense from a workflow perspective - eg so that you're not missing any of the linked 'incidents'.  oh well. thanks!

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  • Jennifer Rowe
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    Hey guys,

    The documentation says that when you solve the ticket, any comment that you've added (just before submitting as solved) will also be added to the linked incidents and they will be solved at the same time. I'll look at the doc to see if we can make that clearer. Sorry it was misleading.

    You are correct that changes to the problem ticket at any other time are not made to the linked incidents. For that we use bulk editing here, like Mac mentioned above.

    Hope that helps!

     

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  • Zach
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    Is there a trigger or automation that could be used to send updates to the linked incidents? 

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  • Jessie Schutz
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    Hey Zach! Apologies for the delay!

    You can't accomplish this using a trigger or automation, but you can create a view with all the incident tickets in it, and do a bulk update from there.

    Hope that helps!

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  • Kyle DuPont
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    +1
    We also have a need to have our problem tickets automatically update our linked incidents with every comment update. It should at least be able to be setup as a trigger if desired. Seems like the logical workflow for keeping all end users up to date.

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  • Marty Whitby
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    +1

    The bulk edit feature is limited to 100 tickets and is useless for events impacting large numbers of customers. If we have a scenario like an outage, as discussed above, it vital to update customers quickly when there are status changes and bulk edit is too slow.

    What plans are there to update the workflow to accommodate this?

     

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  • Brett - Community Manager
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    Hi Marty,

    It doesn't look like we have anything on the roadmap yet regarding this workflow so apologies there. I would recommend cross-posting in our Support Product Feedback forum and include the use-case you provide here.

    This will help provide visibility to our Product Managers as well as other users in need of a similar functionality.

    Thanks again for taking the time to share this with us!

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  • Kevin Witt
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    I have the same problem....  A recent problem ticket had over 600 linked incident tickets, and as the issue was high priority we would have liked to update customers every 1 hour, but it took over 4 hours to resolve the problem.

    Using bulk update of tickets described here: https://support.zendesk.com/hc/en-us/articles/203690866-Managing-tickets-in-bulk it took me a while to work out how to modify 100 tickets at once... We had previously been updating 30 at a time!

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  • Brett - Community Manager
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    Hi Kevin,

    Thanks for sharing!

    I agree the documentation you attached could be more clear on how to edit more than 30 tickets at a time.

    I'll pass this feedback along to our documentation team to see if we can get this article updated with some additional info.

    Cheers!

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