Linking Tickets together

[Crius_Rich]

Hi All,

I've been looking for a way to link tickets together, for example to split a task / job into different parts but be able to keep track of them together.

I've found a post about linking tickets together which looks like it'll do what we want

Relations between tickets

Hi. We have a wish. Some times a ticket assigned to me produce another ticket to one of my colleaques. We use the Helpdesk in 3 different department, with separate views. As it is now there is no relation between those tickets, and it would help if the ticket, which initiate the related ticket, some how showed the status and progress on the related ticket. It could be that I neeed to do something when the related ticket is closed etc. Best regards. Brian Smidt bs@cjc.dk

But it's based on the old interface with tabs, which don't seem to be in the new interface. Is that still the best way of doing it or if there an alternative way now?

Thanks in advance
Rich

[Evgeniy]

Hi Rich! Though the interface in the solution is outdated, you still can use the described approach and modify it according to your needs. It is not necessary to use tabs, I suggested that just to split viewing the discussion and related tickets. You can add the list or library control to any appropriate place on the form. Also, I would recommend to test the customisation on a test HelpDesk site first and only then move it to the production one: you may break the forms and thus affect the HelpDesk usability.

[Crius_Rich]

Hi Evgeniy,

Thanks for that, I've been playing around with the forms using the original post but I can't get the related ticket to show in the list or library control. It's probably something obvious I've missed but it's not showing the related ticket.

I've put it in 2 places to see which one looks better but it's not showing in either. Here are the settings I've used, can you see what I've missed?

Thanks
Rich

[Crius_Rich]

I think I may have worked it out, I was thinking it would work like a parent / child relationship but it doesn't. If I put ticket 3 in the related tickets field on ticket 4 it doesn't show anything on ticket 4. If I go onto ticket 3 it will show the relationship to ticket 4, if that makes sense

[Evgeniy]

That is right, Rich. The 'List or Library' control shows all items that 'look' at the current, i.e. have the current item added to their lookup property.