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.

Updating-Global-Tickets

Updating-tickets

Linking-records-to-other-records

To create a linked ticket from a Global Ticket

  1. Open the Global Ticket on which you want to base the new ticket and click Edit.
  2. In the Link section, click Create Linked.
    A New Ticket form appears.
  3. Modify the information copied from the Global Ticket as needed.
  4. Enter any additional information needed to work on this ticket.
  5. (Optional) In the Assignee section, select users.

  6. 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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