Idea Details

Cascading updates to "related tickets" .

Last activity 6 days ago
iyesh02's profile image
01-23-2015 04:54 PM

Prompt or provide user with a checkbox to cascade updates for related tickets from the Parent ticket (e.g. issue is being worked on, issue is resolved, etc).

- For example, we are working on a parent ticket that has three related children tickets in the ServiceDesk . The parent ticket worklog email update to the user (e.g. acknowledgement of the issue being worked on and workaround) should cascade the same update for children tickets. Currently, we are manually updating users in each child ticket with the same response as its parent. It would be useful for a way to cascade the parent worklog notification to the children “Related tickets”.Also, if the work log feature is used without the email function to the requester (e.g. developer notes), it would be nice to cascade all worklog updates to children tickets under the parent.


Comments

08-06-2017 09:22 PM

Hi Carol,

 

Yes I believe I do have it tied to the correct product.

 

Regards

Alyce

08-04-2017 02:36 PM

iyesh02 - There is a Related Ticket Activity feature in CA SDM (Related Ticket Activities - CA Service Management - 17.0 - CA Technologies Documentation ). Do we need to expand this capability? If so, please provide some details about what additional activity you are looking for.

08-04-2017 02:31 PM

Hi Achiodo -  

 

The idea you mention is entered for the CA Cloud Service Management. Do you have it tied to the correct product community?

 

Regards,

Carol

08-01-2017 07:00 PM

Hi, I have a similar idea (Related Tickets

Can you please vote? Thanks