Update linked requests

[Alisha]

Hello,

We currently have the option to Resolve and Close linked requests. Please could we request the ability to Update linked requests in the same way? This would be outside of the Business Process because an update could happen at any stage during the workflow.

Many thanks,
Alisha

[Steven Boardman]

@Alisha if tickets are linked, the option to update the linked tickets will show, if there are none linked it won't

Settings to enable are in the admin console > Apps > Service Manager > Settings

Hope that helps

 

[Alisha]

@Steven Boardman Thank you so much! I didn't know there was a setting for that! Thanks for your quick reply. 

[Alisha]

Hi @Steven Boardman,

We'd like our customers to be emailed whenever there is an update on a Problem.

I've found that we can enable this for Incidents, but it's missing when I go to the Problem tab. Is there a setting in Admin to enable this please?

Many thanks,
Alisha

[Steven Boardman]

@Alisha there isn't an option for Problem, Known Errors or Release ticket types.

The logic here is that these are typically not customer facing ticket types.  However if you have Incidents linked to a problem record, and you make an update to the problem record, and use the Update this and linked requests if the update to the Problem is marked as Customer visibility, it will update the linked Incidents and the customers of the Incidents will get the update as it's been applied to their Incident and is Customer facing

I hope this makes sense?

[Alisha]

Hi @Steven Boardman,

Thanks for your quick response. Is there any chance that it could be considered as an enhancement for Problems please? Our preference would be for the customer to be emailed when there is an update as they may not log in to check their request.

Many thanks,
Alisha

[Steven Boardman]

@Alisha using the approach above the customer (of the Incident linked to the problem) would receive an email - the email would let them know there is an update and a link to it - exactly the same way as the Incident update one works.

Customers can't view Problems, Known Error or Release tickets on self service to see any updates, so email is the mechanism and they will be able to see the update on their Incident ticket, from the link in their email - it just so happens in this scenario, that the original update was made to the problem, and it cascaded down as an update to their Incident, and in turn they get an an email about the update

This works as below for the two scenarios:

Problem Updated -

> Linked Incident Automatically gets Updated  > Customer gets automated email letting them know there is an update

Incident Updated 

> Customer gets automated email letting them know there is an update

I hope that clarifies the email the customer gets from a problem or an Incident

[Alisha]

Ah, thanks for explaining @Steven Boardman. Sorry I misunderstood, that's exactly what we need.