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FEATURE REQUEST - Link any tickets

FEATURE REQUEST - Link any tickets

This has come up a lot in the old forums. But I don't see it here in the new forums. Webhelpdesk adopts ITIL standards already and is able to link problem tickets to incident tickets. However, I would like to see that concept broadened by allowing any ticket to be linked to any other ticket via a parent / child relationship (or any other predefined relationship similar to how JIRA does it).

There are a couple of use cases that I have for this:

* A new user comes on board. They may need a laptop purchased. So the technician would open a "hardware purchase" ticket for that user which has its own process and technicians. To reference the fact that there is other work going on in the "new user" ticket, he links the hardware purchase ticket as a child ticket of the new user one and can monitor the status of the child ticket from the parent.

* There are multiple teams in setting up servers. First is the "I need a new server request" to the SA from the client. However, we are so big that work is divided up with networking team and datacenter teams. The SA clicks a button in the process and two child tickets are opened up. One for the datacenter team and a child of the datacenter ticket to the network team. The datacenter team says this goes in rack B21 U14 and puts the server there. The networking team sees the ticket for B21 U14 and configures the switches accordingly for the application.

This feature exists in most mature ticketing systems already. It is one of my biggest pain points with this product. Would love to see it addressed.

Scott

3 Comments
Level 10

Scott,

Glad to see that others recognize the lack of this critical feature.  I am sure there are very few users who would not use this feature immediately if implemented.

At my last job, we used Spiceworks, and most of the techs would just put a link to the other ticket in the notes, but I am never a fan of entering often-used data in an uncontrolled text field, as it is not easily searchable, doesn't provide for proper reporting, etc.  With Web Help Desk, there is another crippling issue that makes this an even poorer option - the inability to have WHD open multiple times without causing issues.

If you create a ticket with a link or reference to another ticket in the body of the request or note, when you save it, you get an error message “Could not determine the previous values for ticket <referenced ticket number>.  Please ensure that you do not have multiple help-desk windows open, copy any needed changes below, then click here to reload the ticket”.  It takes you to the referenced ticket, and any text that you have just entered on the original ticket is lost.

There is a post in the forums where SolarWinds confirms that the above issue is related to the framework they use to code WHD, so it is unlikely to get resolved any time soon, as it would require a major re-write of WHD (sorry, don't have a link for that post)

With Spiceworks, we wound up using a custom field for related tickets, but that also has its own issues.  It was still a free-form text field, so there were still issues with non-standard data.  They eventually added the "Related Ticket" functionality to Spiceworks, and we were able to eliminate our custom field (after doing the requisite data clean-up).

Level 15

This feature request is addressed in last Release Candidate of WHD 12.3. Read more here:Web Help Desk 12.3 Release Candidate now available!‌or go and download from your customer portal.

Community Manager
Community Manager
Status changed to: Implemented