Allow tickets to be associated with other tickets

Hi, 

Totally agree, this is something i have raised previously, I appreciate you are trying to steer people in the right direction… but all you are doing is limiting the functionality we know is there. please make this available to all types of tickets.

Hi,

Surely all these tickets that you want to string together, which to me would suggest there is a problem as I assume they have the same issue?

I would use the Problem ticket you can associate as many tickets as required with the problem ticket being the Parent

In this particular use case it was not a problem behind but rather we wanted to see what was done the last time and the last last time for the same ticket. So it would be handy to link them all together without being tied to a problem.

Going to echo this — relating tickets is helpful for seeing a chain of events or contextualizing disparate incidents into a larger picture

Ok that makes sense, think this can also depend on how your tickets are set up, I have mandatory fields for the end user to fill in that helps explain their issue, so when the ticket is in there are similar ones showing that you can look at to see how they were resolved.

One example from our side would be the following:

A user has submitted an incident even though a service request exists. In these situations, it would be beneficial to associate the service request in the same manner as linking a solution.

I created a similar idea / issue on this topic 

I would also love the ability for this linking to cross the SR - INC divide.  Often we’ll have an incident come in such as “my laptop display is cracked.”  In working the ticket, we find the laptop is out of warranty and paying to replace the display doesn’t make sense.  This then leads to one or more SR tickets such as “loaner request” and “computer upgrade request”.  All 3 should be linked together making the cause-effect relationships between tickets clear.  A perfect use-case for Associate!

It looks like this was implemented:

ok, no. It’s only possible to create relation to any type. But its still not possible to have a chain of tickets

It would be helpful to can associate ticket instead of parent-child. 

If it can help other users, I share my way of working with “associate tickets” :

For my job, we use the resume in the tickets in order to write the url of the tickets who are connected (by copy-paste the url of the tickets who are connected). Never parent-child who is not useful for us.

We first tried parent-child but not Ok fur us because of :

• it always keeps 2 tickets open.. while the first part is already done from my department but the detail has to be done by another department, I don’t need to keep the parent ticket open till the detail has to be made.
• it looses the resume of the ticket

I just posted a question about this in the forum. I want to do the same thing. The issue is that different organizations will have different levels of process baked into their Service Desk. In my organization we have 12 IT people. We’re not really large enough to warrant the system complexity of a full ITIL compliant problem/incident framework. Occasionally we will have larger issues that we just want to bundle together, or in my most recent case, in the course of troubleshooting the issue that would have been considered under the “problem” a completely different issue was identified that was unrelated to the problem. The difference being that the user took the opportunity of IT attention to bring it up. I still want my service desk to track that one incident spawned the other incident. At the time of the creation they may seem unrelated, but after further investigation knowing that it was raised at that time may be relevant. 

I want to track the connection, but resolving one is not dependent on resolving the other as in a parent/child relationship.

Clearly someone at FreshService thought of this while implementing Child Tickets because the tab where they are found is not called “Child Tickets” it’s called “Related Tickets”. Seems like an easy change.