Creating linked tickets from Global Tickets
If a link control is available on the ticket form, agents and customers can link existing tickets to Global Tickets but can also create new linked tickets from within a Global Ticket. When a linked ticket is created, it inherits many of the properties of the Global Ticket. The linked tickets can all be closed simultaneously when the Global Ticket is closed.
To create a linked ticket from a Global Ticket
- Open the Global Ticket on which you want to base the new ticket and click Edit.
- In the Link section, click Create Linked.
A New Ticket form appears. - Modify the information copied from the Global Ticket as needed.
- Enter any additional information needed to work on this ticket.
- (Optional) In the Assignee section, select users.
Do one of the following:
- To submit the current changes, but continue working on the record to make further changes, click Save.
- To save and close the form, click Submit.
The new ticket is linked to the Global Ticket and will be updated when that ticket is updated.
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