I can link tickets on my system. However I have OTRS::ITSM. I looked at vanilla OTRS system at http://demo.otrs.org. When you zoom into a ticket, you can see Link action (same link-bar where Merge, Close etc are located). Vanilla OTRS allows you to link another ticket (normal, parent or child link) or FAQ article (Normal, parent or child). When you install ITSM module, you will be able to link tickets to ConfigItems as well with new link types (AlternativeTo, RequiredFor, DependsOn, RelatedTo).
Regards, Anton. 2008/11/10 Michiel Beijen <[EMAIL PROTECTED]> > 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 <[EMAIL PROTECTED]>: > > 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 <[EMAIL PROTECTED]> > >> > >> 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 <[EMAIL PROTECTED]>: > >> > 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 <[EMAIL PROTECTED]> > >> >> > >> >> 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 > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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