Linked Problem ticket field not usable by triggers automations macros
The field called Linked problem is not queryable by macros / triggers / automations. This would be really helpful in case we'd need to do some action to all incidents linked to a specific problem ticket.
Bulk updating tickets works only with small batches of tickets, but in case there are a few thousand tickets like this it becomes virtually impossible to work with.
I agree with this request.
In certain instances, we want to launch a trigger to perform actions on a ticket when an Incident is linked to a Problem.
If Ticket - Is - Updated AND
Linked Problem? - Present THEN
Email User - Requester
If Ticket - Is - Updated AND
Linked Problem - Is - #123456 Problem Title THEN
Add Tags - prb_app_froze
Being able to automate actions for linked problems through triggers, automation, and macros would be a great time saver.
Have to agree with the above comments here. This is really frustrating since I want to be able to revive On-hold tickets back to Open status (After giving customer couple of days to see if the issue reoccurs) but I don't want to re-open the tickets attached to Problems.
Here's our use case
- Our service desk link incidents to a problem ticket.
- Operations work on the problem ticket
- Service desk agent receive a task from operation to confirm changes, updates etc with the end-user.
- Service desk would want to put their ticket in pending to confirm and get rid of the ticket from their focus view (the house)
- Our bump-bump-solve should then be excluded from "linked tickets" since we would like to have more control for those particular incident tickets.
Our team would also like to see the linked problem ticket field available for use in trigger conditions.
We were hoping to set up a trigger that would detect when an incident ticket is assigned to a problem ticket that is closed. These tickets can be lost for a long time if nobody notices and it's frustrating that we aren't able to use triggers to alleviate this problem.
I upvote this idea. Having access to this field will also allow reporting the number of incidents by problem not only by its ID, but also displaying other ticket properties such as subject, etc.
Also useful to open tickets set as incidents but no problem attached. Would be nice to just present submitting an incident without a linked problem.
Yes, it would be very helpful if a macro could be set up to automatically link an incident to an existing problem ticket.
Our team would like this too ! Especially in the macros.
We often create temporary macros for specific problems. It's a pitty that we cant include the field "Linked problem" to the macro :(
I also need this. Our use case is we have a form that is filled out by a tech after an installation is completed. In that form, they reference the parent ticket. I would like to be able to use a trigger or automation that would link those tickets upon submission.
Please add this feature, it would be tremendously helpful.
I also would like to see this implemented! It could greatly increase the efficiency of many workflows.
sad that this is not an option already
+1 to this, especially for Macros, as it really helps streamline workflows for agents and have consistency to what incidents are added to certain problems.
Triggers/Automation actions would also be good to "mop up" tickets that may have the relevant tags but not be associated with the correct problem. Linking incidents to problems only being a manual action means its much more open to human error and lowers the value of the Problem feature.
the problem ID is important to be notified to the agent which problem is linked to the ticket. Zendesk is missing this logic, need this ID in trigger available.
While we don't generally use the problem/incident field, we encountered an issue that effectively had about ten incident tickets, for which we created a problem ticket. We expect that the issue will continue to create incident tickets. We want a macro for agents in the affected group to be able to consistently, accurately, efficiently attribute the incidents to the problem.
The "Type" on a ticket will often be an "Incident" without linking to a specific problem, since the other options aren't suitable, but there's only one customer reporting it - so we don't put it as a "Problem".
Any incidents that are linked to a Problem though we don't need to see in the Ticket views as they're already under control with the linked Problem. So, we need a way to filter those out of views.
Please sign in to leave a comment.