Global Tickets are used to group individual tickets that report the same issue and manage them as a group. To ensure that the updates made to a Global Ticket are copied to the linked tickets, you must configure the required business rules. For example, if you want to ensure that a field update made to a Global Ticket is also updated in the linked tickets, you must configure the following business rule:
- Trigger = on linked item update Global Ticket
- Action = Set field value, Copy all fields from linked
When linking tickets to a Global Ticket, it is easier to do so from the Global Ticket because you can select all of the related tickets in one step. For more information about linking, see Linking records to other records
Restrictions for Global Tickets
The following restrictions apply when creating Global Tickets and linking the associated tickets. You cannot create:
New Global Tickets from an existing Global Ticket. To replace a Global Ticket, delete it and create a new one.
Linked tickets from a ticket already linked to a Global Ticket.
Master Tickets from a Global Ticket or the tickets linked to a Global Ticket.
Subtasks from a Global Ticket or the tickets linked to a Global Ticket.
Global Tickets and their associated tickets cannot be copied or moved to another workspace. You must create the Global Ticket again in the new workspace.