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Ticket Linking – Related, Parent-Child, External Website Links

Updated on : July 25, 2022

A ticket can be linked with other tickets using the link option on the ticket details page.  The tickets to be linked must be in an active state while linking them.

Tickets can be linked in the following three ways:

  1. Related ticket
  2. Parent ticket
  3. Child ticket

In addition, you can add web links to the ticket.

Ticket Details Page
Ticket Details Page

Tickets having a common issue or theme can be linked as a related ticket.

  1. Open the ticket to be linked.
  2. Click Add Ticket on related tickets under the Links tab.
  3. Search for the ticket to be linked using the ticket ID or ticket title. Click the ticket to be linked from the list of suggested tickets.
Link Tab
Link Tab

Parent/Child ticket

Major incident tickets can be parent tickets and minor incident tickets can be child tickets, which makes the user easy to track the issue. A parent ticket has a maximum of 30 child tickets and it cannot be a child ticket. The child tickets can have only one parent ticket.

  1. Open the ticket which is to be linked.
  2. Click Add Parent on Parent/Child Tickets under the Links tab,if the parent ticket is to be linked.
Add Parent Option
Add Parent Option
  1. Search for the required ticket using ticket ID or title.
Ticket Search Bar
Ticket Search Bar
  1. Click the ticket to be linked from the list of suggested tickets.
Ticket List
Ticket List

  1. Open the ticket which is to be linked.
  2. Click Add Child on Parent/Child Tickets under the Links tab, if a child ticket is to be linked.
Add Child Option
Add Child Option
  1. Search for the required ticket using ticket ID or title.
Ticket Search Bar
Ticket Search Bar
  1. Click the ticket to be linked from the list of suggested tickets.
Child Tickets View Page
Child Tickets View Page

Peer child tickets

The user can also view the other child tickets of the parent ticket by opening any of it’s child tickets.

Other Child Ticket View Page
Other Child Ticket View Page

When splitting and creating a ticket, the user can select relation between the tickets as child ticket or related ticket or no association.

If the user needs to create a ticket as a child, then “Child ticket” should be selected.

If the user needs to create a ticket as a related ticket, then “Related ticket” should be selected.

If the user does not need any relation between the tickets, then “No association” should be selected.

Split Ticket Option
Split Ticket Option

Click Split to create a ticket.

Steps to remove a linked ticket

  1. Under the Links tab of a ticket, the user can find the tickets linked to it.
  2. Click the Remove icon of the ticket to be unlinked.
Remove Icon
Remove Icon
  1. Select the Yes, Remove option to remove the ticket.
Yes, Remove Option
Yes, Remove Option

The user can add external web links to a ticket, which can be used as a reference for the user. The display text of the web link must be less than 100 characters. The weblink URL must be less than 500 characters and should begin with HTTPS or HTTP.

Steps to add a web link

  1. Open the ticket to which weblink is to be added and find the weblinks under the Links tab.
Links Tab
Links Tab
  1. Click Add Link to add a web link and enter the display text and URL.
Add Web Link
Add Web Link
  1. Select Add to add the web link.
Add a Web Link Option
Add a Web Link Option

  1. Find the web links under the Links tab of a ticket and click the Remove icon of the web link which is to be removed.
Remove Web Link Option
Remove Web Link Option
  1. Click Yes, Remove to remove the web link.  

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