New feature to allow us to relate Service Requests to Incident tickets within the Freshservice ticketing system.
It is often necessary to request new services to resolve incidents. For instance, when an issue arises with a user's device, we may need to create a Service Request to resolve the issue. However, the current Freshservice system does not allow us to relate these two types of tickets, which can cause difficulties in tracking and managing related issues.
Example Scenario:
An incident is reported where a user’s laptop is malfunctioning. To resolve this issue, we need to request a new service, such as a replacement laptop or additional accessories. Currently, we cannot link the Service Request for the new laptop to the original Incident ticket. This lack of linkage makes it challenging to see the full scope of the problem and the steps taken to resolve it.
