Why It Matters
Connecting related tickets helps agents identify larger systemic problems (like a widespread network outage) and allows them to navigate between interconnected issues without losing context.
How to Set It Up
- Select the Tickets: Navigate to Assistance → Tickets to view your active queue. Select the checkboxes next to the specific tickets you want to link together.
- Initiate the Link: Click the More button that appears on the screen and select the Link ITIL Objects option. (Note: You can also use “Unlink ITIL Objects” here to remove existing connections).
- Find the Target: Once the configuration popup appears, choose Tickets as the ITIL Object, and then search for and select the target ticket you want to connect your selected items to.
- Define the Relationship: Choose the linked relationship type (for generally related issues) from the provided options.
- Post: Once defined, click the Post button to instantly establish the connections in the system.
Next Steps
Link two active test tickets together, then open one of the tickets to verify that you can seamlessly click the generated hyperlink to jump to the related request.
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