Automatically Link Calls?

[Josh Bridgens]

Hi All,

 

Am I losing my marbles, or am I missing a way to automatically link calls to a Problem, or change through the BPM??

I know we can update linked calls, however I have a Catalogue that when used needs to automatically link the call to a Problem we have logged....

 

Josh

[Steven Boardman]

@Josh Bridgens unfortunately there isn't an option to automatically link a new request to an existing one via the business process tool, there is as you say options to update or raise other requests in the bpm but not link to an existing.  

I will ask the question about an option to link based on say an input of another request id.

In the meantime, if you have the knowledge centre enabled, agents will have the option to link new requests to existing requests during the progressive capture process - based on matching text, category, service, site etc. 

Steve