Linking tickets

[ITdude]

Hi

Old tickets for the same request here on older versions here: 
Linking Tickets? - Lansweeper Community - 49726
Linked Tickets - Helpdesk Workflow/Subordinate Tic... - Lansweeper Community - 30686

Has anyone found a practical solution to link tickets?

We can add a custom ticket field as 'Hyperlink' and copy and paste the related ticket...
   Pro's: Lansweeper is customizable 🙂 
   Con's: Cumbersome
              Doesn't show relation in the linked ticket
              Have to duplicate the inverse link on the other ticket

Scenarios we would like to cover:

    Projects: e.g. New site office setup
       Create main ticket for project
          Sub ticket for internet connection
          Sub ticket for network & WiFi install
          ... and so on

    Purchases: e.g. Ticket gets logged for a new user. (We have a spare machine but just need to order a laptop bag)
       Create a sub ticket for the purchase ticket 
            The purchase ticket can then follow the purchase procedure and not interfere with the main ticket type

This will help to:

• Keep our avg Time to Resolve (TtR) on tickets down, since we don't have to wait to close all the tasks in a ticket before TtR gets calculated. 
• Increase the tickets completed to better reflect agent activity
• Purchasing / procurement tickets can follow a different procedure and custom field rules applicable to it
• Will help with other work flow aspects.

[Mercedes_O]

 @Mauser-IT that's good to know, have a great week.

[Mauser-IT]

Hi,

are there any updates on this topic?

We implemented ideas from ITIL in our ticket process like indicent -> problem -> change. But without the ability to link tickets effectively there is a 'slight' overhead :'D.

At the moment we're just using custom fields like @ITdude described.
I'd love to see this feature in the future.

[Mercedes_O]

Hi @Mauser-IT thank you for the feedback! You can formally log this as a feature request with our team here Contact Support - Lansweeper

[Mauser-IT]

Hi @Mercedes_O, thanks for reaching out. I already sent an email to the support staff (Y).