Linking calls

[bwood]

Hi

Is there anything in the pipeline for when linking multiple calls and you close/update one it closes/updates the rest?

This functionality would be very useful for our organisation. For example, if we lose internet access on one of our sites, we would get multiple calls logged from that site for the same fault. It would be extremely helpful to have the ability to link all these calls and once one of them is closed the rest also close.

Thanks

Ben

[AlexTumber]

Hi Ben,

There is an automated bpm task that allows you to update linked requests. If this is included as part of your business process you can specify which linked requests get updated. The use case here is if I have a problem record. When the problem gets resolved all linked incidents automatically get updated.

Currently there is nothing to automatically close linked requests but that's not to say that it can't be done in the future.

Regards,

Alex

[Ralf Peters]

Hi Alex,

In supportworks we can link incidents to problems and when the problem is resolved it will close the linked incidents and email the resolution text of the problem to the incident customers .

can you see a way of replicating this automation in service manager ?

Thanks

Ralf

[Steven Boardman]

Hi Ralf

The linking of requests, and defining the different relationships, along with the cascading up and down and automation options is an area we are looking into and we will update once we have some more news in this area

Thanks

Steve