Question

Re-open problem when new incident is attached?

  • 13 October 2022
  • 2 replies
  • 17 views

Userlevel 4
Badge +7

We use problems to track larger issues, however, sometimes a problem is closed and the issue re-occurs. We would prefer that the agents just be able to associate the new incident to the problem and have the problem automatically change to the “open” status. I don’t see any automations that would help with this, but was wondering if any of you have solved this problem in your environments.

 

Thanks,

Greg


2 replies

Userlevel 7
Badge +14

Hello @ggallaway I have not seen a direct way of doing this either. I don’t even see a way to associate tickets to problems, changes, or releases via the Freshservice API, which could be useful for updating these records. Hmm….are we missing something?

Userlevel 4
Badge +6

Hi. Sounds like an interesting Feature Request.

 

Regards,

Elvis

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