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.
