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Adding connections when linking tickets to MI


Paul Alexander
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Hello

We use the concept of Major Incidents, which means that we have quite a few tickets which are linked to a Major Incident ticket to save us having to deal with a lot of 'separate' tickets. ( I seem to be saying 'ticket' a lot...)

Anyway...what I'd like to know is....is there a setting or a way of automatically adding the 'customer' of a linked ticket as a connection on the 'major incident' parent ticket so that, if an email update is made to the MI, it can then cascade to all of the connections? I realise I can add the connections manually, but a setting or a way of handling this through a BPM (bearing in mind a ticket could be linked to the MI at any point in the MI process) would be much easier....

 

thanks

Paul

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This is something I would be interested in - but also have the multiple action button have email as a function (for multiple selected requests).

Nasim

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This is a function of a similar type to the one mentioned here: 

In as much as it's a procedure that happens during a Business Process but is not directly connected to it.
It's a tricky area, as it's while you could deal with these ad-hoc but common events it would be difficult to do so and maintain the non-programming ethos of the system.

The only thing I could think of would be to allow additional processes that are triggered by specific events, e.g. a Request Cancellation BP or a Linked to Major Incident BP - but you would rapidly end up with an unmanageable amount of options per Catalog Item.

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  • 3 weeks later...

Hi @DanielRi

Apologies...I completely forgot to reply to your message!

Basically, we're looking for a way to update affected people with either some information about what's happening with their particular incident, or even just to let them know that SOMETHING is happening, or, if there's a question we need to ask the users .....

I suppose an option to message the Customers of all of the linked requests would be easiest, rather than adding them as connections (obviously I'm saying this from a 'using the tool' perspective - not what would be easiest from a dev point of view!)

I do understand that bulletins in the Portal would be an option, but I'm not sure that our users are quite 'there' in regards to using the Portal as the place to check for updates at the moment, so email would be a good option in our case.

Is that any help?

thanks

 

Paul

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