Until recently, a user could link a ticket with other tickets, even if the linked-tickets are assigned to other support groups.
Now it is no longer possible.
We have questioned the topic and it has been designed this way by the product team, hence is not considered as a bug.
Our users have read access to ALL tickets. And write access to tickets of their own group. They used to be able to link a ticket they ‘own’, with other tickets that they do not necessarily own. It is no longer possible. We do not quite see the benefit of restricting the linkage among tickets, rather a big loss in quality and dependencies.
With asset management, you can link assets from other groups. Why would an agent no longer be able to do this with tickets? It would greatly help us to have this feature back.
Appreciate feedback from the community on this topic!
