I don't know that that's possible (the automatic linking on new ticket
creation) and am in my mind going back and forth whether that's a realistic
expectation. Conceptually, I understand *why* what you propose sounds
reasonable, but on the other hand, I imagine a single ticket being replied
to and linked 100 times for different reasons. I realize that's not likely,
though. But for the same reason it's not likely (very few tickets being
generated per customer), I have the ability to see the tickets that were
generated for the customer, so the linking may or may not be relevant.
What is your mitigation thought process if an unrelated ticket is created
and linked? How often is a closed ticket needing to reopen for the same
issue? How long would you expect between a closed ticket and a linked reply?
Would it matter if it's a week after close? a month?
:) I'd like to help, and perhaps someone else has a better idea, but I'm
torn between pros and cons on this question. Obviously, you can manually
link after the new ticket is created.
On Tue, Mar 1, 2011 at 8:03 AM, Aron Rotteveel
Hi,
What I'd like to do is the following: when a ticket is closed and a followup is received, a new ticket is created. The new ticket should then be automatically linked to the closed ticket. Is this possible?
-- Best regards / Met vriendelijke groet,
Aron Rotteveel
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