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 <paul.dale@gmail.com>
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 <anton.gubarkov@gmail.com>:
> 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 <paul.dale@gmail.com>
>>
>> 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
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