Hi,

In the agent interface, when splitting a ticket, there is a “Linked Objects” reference to the original parent ticket.

In the customer interface this “Linked Objects”  is not visible and a customer cannot, in their interface, navigate from the child ticket to the parent ticket.

Does anyone have an idea how I can place a link to the original ticket in a split ticket? Or is there an option to allow a customer to see the links between tickets.

Here the link that is generated when I click on “Split”

http://support.com/otrs/index.pl?Action=AgentTicketPhone;TicketID=20208;ArticleID=41123;LinkTicketID=20208

It is the LinkTicketID that I am interested in. The following, when placed in a template works, but gives me a link to the current ticket, not the original ticket.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome
r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID>

I tried the following, but it seems as if <OTRS_TICKET_LinkTicketID> does not exist.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome
r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_LinkTicketID>

Any help appreciated.

Regards

Rudolf