Ticket Linking: Related, Parent-Child, External Links
A ticket can be linked with other tickets using the link option on the ticket details page. The tickets to be linked must be in an active state while linking them.
Tickets can be linked in the following three ways:
- Related ticket
- Parent ticket
- Child ticket
Checkout this video for more details
In addition, you can add web links to the ticket.
Related ticket
Tickets having a common issue or theme can be linked as a related ticket.
Steps to link a ticket as related ticket
- Open the ticket to be linked.
- Click Add Ticket on related tickets under the Links tab.
- Search for the ticket to be linked using the ticket ID or ticket title. Click the ticket to be linked from the list of suggested tickets.
Parent/Child ticket
Major incident tickets can be parent tickets and minor incident tickets can be child tickets, which makes the user easy to track the issue. A parent ticket has a maximum of 30 child tickets and it cannot be a child ticket. The child tickets can have only one parent ticket.
Steps to link a ticket as parent ticket
- Open the ticket which is to be linked.
- Click Add Parent on Parent/Child Tickets under the Links tab, if the parent ticket is to be linked.
- Search for the required ticket using ticket ID or title.
- Click the ticket to be linked from the list of suggested tickets.
Steps to link ticket as a child ticket
- Open the ticket which is to be linked.
- Click Add Child on Parent/Child Tickets under the Links tab, if a child ticket is to be linked.
- Search for the required ticket using ticket ID or title.
- Click the ticket to be linked from the list of suggested tickets.
Bulk update fields for Related or Child tickets
To enhance usability, bulk actions can be easily performed on child or related tickets.
Peer child tickets
The user can also view the other child tickets of the parent ticket by opening any of it’s child tickets.
Split and create a ticket as a child ticket or related ticket
When splitting and creating a ticket, the user can select relation between the tickets as child ticket or related ticket or no association.
If the user needs to create a ticket as a child, then “Child ticket” should be selected.
If the user needs to create a ticket as a related ticket, then “Related ticket” should be selected.
If the user does not need any relation between the tickets, then “No association” should be selected.
Click Split to create a ticket.
Steps to remove a linked ticket
- Under the Links tab of a ticket, the user can find the tickets linked to it.
- Click the Remove icon of the ticket to be unlinked.
- Select the Yes, Remove option to remove the ticket.
Web links
The user can add external web links to a ticket, which can be used as a reference for the user. The display text of the web link must be less than 100 characters. The weblink URL must be less than 500 characters and should begin with HTTPS or HTTP.
Steps to add a web link
- Open the ticket to which weblink is to be added and find the weblinks under the Links tab.
- Click Add Link to add a web link and enter the display text and URL.
- Select Add to add the web link.
Steps to remove a web link
- Find the web links under the Links tab of a ticket and click the Remove icon of the web link which is to be removed.
- Click Yes, Remove to remove the web link.
