Links

Linking tickets is possible in different ways and is displayed in the Links ticket extension. Depending on the permissions of a resource member or dispatcher, they can link tickets by bundling or free linking.

Bundle Ticket

The Bundle Ticket group displays tickets that have been bundled with each other. Both the master ticket and the sub-tickets list each other in the extension. Clicking on the ticket link will open the original ticket.

Note: However, tickets can only be unbundled in the master ticket linking list by clicking the linking icon to the right of the respective entry.

Direct linking

The Direct Linking group displays tickets that have been linked by a resource member. New links are created by users with the allowed action [:helpdesk:plugins:helpdesk:usersandgroupsmanager:en:actions#organizational-actions|Link Ticket]].

After clicking on the + icon to add a link, a dialog opens where the corresponding ticket can be found and selected via free text search. With the help of an option list, it is selected how the two tickets are to link each other. There are three possible options:

  1. Ticket A links Ticket B (default)
  2. Ticket A and Ticket B link each other
  3. Ticket B links Ticket A

Note: The creator of a link needs the access permissions to both tickets.

Note: The "free linking" differs from the ITIL linking in the desktop application in that each ticket can be linked to every other ticket. There are no reports for the linking. In ITIL linking, there is a 1:n relationship between "master" and "slave", i.e. a "master" (e.g. problem) can be linked to any number of "slaves" (e.g. incidents), but not "masters" among themselves. There are corresponding evaluations for the ITIL links as a report.