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Best Practices Question


Combining Service Desk Tickets in K1000

04/12/2018 828 views
Is there a way to combine several service desk tickets into one ticket without having to string tickets together with the "Add Ticket" feature which only allows me to add 1 ticket?  I have an issue that has about fifteen related tickets.  I'd really rather not connect these via that feature.  I would like to see a better way that they could be combine via issue rather ticket number.
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Comments

  • I recently went to KACE Backyard Boot Kamp, and I asked the same question. I was told that this is something that we should request this feature. As of now, the only way to link the tickets is to use the "See Also" feature. This will not appear to the typical user, so it's more for IT's reference.
  • Perhaps I need to ask the awkward question....why do you need to combine ticket data in this way? What are you trying to achieve?
  • Would putting all of the tickets under a parent ticket help? That would allow you to close all of the children when the parent is closed (I believe).
  • The "Add Ticket" feature under "See Also" can have multiple ticket numbers listed, comma separated and they expand to the ticket titles when saved so it makes it easy to jump between related tickets.

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