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Tracking Side Conversation Child Tickets

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Carmelo Rigatuso

Posted Jul 21, 2023

We would need to track who is creating side conversation child tickets from the original ticket and then to which group it was created.

Ex: Original ticket ID, original ticket assignee, original ticket group, child ticket ID, child ticket group.

We're already tagging tickets when a child ticket is created, but we have no way to link it to its destination.

 

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    Matthew Salas

    I agree with Carmelo Rigatuso

    There is similar functionality with the attribute followup_id for tracking and "linking" the follow up ticket created from a closed (archived) ticket. 

    I understand that there will be more involved, but it is critical to have this in place for audits (ie.Child ticket is not created when it should have) as well as overall performance monitoring

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