Hi, I have never used up to now the "Link" feature of a ticket. As I can guess it is used to link a ticket to several other ones. But I still can not get the sense of this. Would someone like to explain the usefulness of this feature? -- Best regards, Teodor Georgiev Information Services Plc. Tel : +359 2 96562008 Mobile: +359 887 508989
On Wednesday, March 31, 2004 10:28 AM
Teodor Georgiev
I have never used up to now the "Link" feature of a ticket. As I can guess it is used to link a ticket to several other ones. But I still can not get the sense of this. Would someone like to explain the usefulness of this feature?
Imagine this situation. Your customer sends an inquiry. The system sends out a reply with a ticket number. Your customer sends a follow-up and doesn't quote the ticket number, or maybe he/she even sends additional notes from a different account. The system sends out a reply with another ticket number. Now you've got two tickets concerning the same inquiry. In this case you want to use the link feature to connect the two logically. Each other's ticket number is listed on the right-hand side of a ticket zoom. It's a clickable link (who'd have thought that?), leading to the zoom view of the linked ticket. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
I have never used up to now the "Link" feature of a ticket. As I can guess it is used to link a ticket to several other ones. But I still can not get the sense of this. Would someone like to explain the usefulness of this feature?
I use this when a customer is sending a request without refering to a previous ticket. This request obviously gets a new ticket number. Then during the answer I find out, that it is related to a previous ticket. Since I cannot change the ticket number, I link it to the previous one. But I am not sure if this is the "inventors" idea of how to use it. Regards, Roland
participants (3)
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Robert Kehl -
Roland -
Teodor Georgiev