Mahmoud Atef

Hello,

I have a ticket sharing policy in place to facilitate escalations between two distinct teams, each with their own instances. The current process involves marking a ticket as solved in our main instance, which then appears as open in the other instance. While we have implemented a workaround trigger that achieves this transition, it's evident that there's room for improvement.

Our current workaround works about 8 out of 10 times. Which is not the optimal way to do so. Is there anyway to do this in a better way, like an option to create a sub-ticket with new or open status after solving the one that needs to be shared? This is to keep both SLA's in good condition.