Re: [otrs] Related tickets?

Consider the next scenario: You have two clients, or maybe even two internal users that experience the same issue. They would both log a ticket at your service organization, maybe even by using the self service front end. This will create two tickets, with two different reference numbers. Now the team responsible for the tickets, or maybe a servicedesk may want to relate the tickets together, as to indicate that they are related. This way, if someone resolves the first ticket he or she can check into the related ticket to see if it is resolved as well. Ticket linking is common ITIL practice, it is the so-called Incident Matching step. Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl 2008/11/10 Anton Gubar'kov :

Paul, try installing ITSM package. I have link action when I zoom a ticket. I use ITSM. I generally dislike an idea to have 2 tickets for 1 issue. Maybe it's worth considering external notes vs. internal notes if you want to control which information to disclose to customers?

2008/11/10 Paul Dale

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It seems to me that one could give "watcher" power to the customer and then automatically subscribe them to the ticket automatically. But the more I think about it the more I think that maybe there should just be two tickets, one internal and one external.

What about linking tickets? I'm not finding where to turn that on ...

2008/11/10 Anton Gubar'kov :

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Hello, Paul. My impression is you mixing all up. I did mix it up too in my very beginning.

There is access control for customers. They can see own tickets only in queues they have access to via group memberships only.

If you move a customer ticket to a queue, which has a group the customer is not memer of, the customer will not see the ticket.

I couldn't figure out how to expose ticket links to the customer. :-( I couldn't expose SLA timers (I use OTRS::ITSM) to the customer either.

Regards, Anton.

2008/11/10 Paul Dale

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I could swear that there was a way to have linked tickets in OTRS, but I'm not finding it at the moment.

Is there one, or am I just mixing it up with something else ...?

Also, when one is using the customer front end. Is there a way to make it so that a customer sees all tickets that have their customer id on them, whichever queue they are in?

The problem I am having is that if a ticket comes into the customer queue and I reassign it to another group then the customer can't see it any more.

thanks :)

paul