Ticket links

Tickets can be searched for and linked to one another.

Overview

This page explains how to use Ticket links and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Search for the target ticket. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

2. Select the link type. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

3. Create the ticket link. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

4. View existing links. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.