Related tickets

The HelpDesk system allows tickets to be related. Each relation connects exactly two different tickets.

Ticket relations can be created and deleted by any person with a HelpDesk Employee or Administrator role and are visible only for such users.

Information about related tickets is visible in the ticket summary(as the last option).

The HelpDesk system offers the following relation types:

•Association (the same content in both directions)

 Ticket A is associated with ticket B

 Ticket B is associated with ticket A

•Blocking

 Ticket A blocks ticket B

 Ticket B is blocked by ticket A

•Multiplication

 Ticket A replicates ticket B

 Ticket B is replicated by ticket A

•Reason and effect

 Ticket A is a reason for ticket B

 Ticket B is an effect of ticket A

•Follow-up

 Ticket A is a follow-up to ticket B

 Ticket B is a followed up by ticket A

Creating and removing relations

To create a relation between tickets:

1.Go to details for one of the tickets.

2. Click Add relation button in the Related tickets section.

3.Specify:

•relation type,

•the other ticket to be related with the current one,

•optionally: relation description (memo).

4.Click the Add relation button.

Additional information

•Each ticket can have a custom number of relations.

•Relations can be created and removed even when one or both related tickets are closed.

•Creating and removing relations does not generate notifications for any users participating in ticket processing.

•A ticket created by means of an e-mail message as a follow-up to a closed ticket (by responding to an e-mail notification) is, at the moment of creation, automatically related to the ticket, which is followed up. (“<follow-up> ticket is a follow-up to ticket <closed ticket>”)

•Creating or removing a relation is not a ticket update and therefore does not change the last ticket update date and does not trigger automations.

•Removing a ticket appearing in any relations results in removing all such relations (regardless of their direction).