BMS Projects | Linking tickets and tasks

Introduction 

Tickets from the Service desk module and Tasks from the Projects module can be linked to each other to provide a seamless intersection between Tickets and Tasks. 

Pre-requisites

• Access to Service Desk > Tickets 
• Access to Projects > Tasks 

Setup 

• Relationships shall be viewable in the Related Items > Project Tasks in tickets. This is available only in the New Service desk experience. 

• Relationships shall be viewable from Project >Tasks.

Project Tasks

Related Items > New > Project Tasks

• Navigate to Service Desk (New Service Desk) > Tickets > Open an existing ticket.
• Click on Related Items > Project Tasks.
• Click on the New button > Add Project Tasks.
• All tasks belonging to the Account linked to the Ticket will be displayed. 
• Choose your tasks and Click Add.
• Added tasks will be displayed in the Related Items grid. Options to sort, delete, and a hyperlink to the actual task will be part of the grid data. 
• If the tech does not have access to the Projects/Tasks module: 
  • Add Project task will not show any tasks to link.
  • For existing tasks, the hyperlink will throw an "access denied" message. 
• Filtering a task that does not belong to the same CRM account of the ticket will retrieve no results. 

Linked Tickets

• Navigate to Projects module.
• Open an existing Project > Task.
• Click Linked Tickets.
• Click the Add Tickets button.
  • Search and Select pop-up for the tickets will be displayed.
  • All tickets belonging to the account linked to the project will be displayed. 
  • Select a ticket to Add > Click OK.
• Tickets will be displayed in the grid. The Linked Tickets tab will show a bubble that indicates the number of entries in the grid. 
• Delete Related Ticket button is available to clear any existing links. 
• The Title field contains a hyperlink to the actual ticket which will open in a new tab. 
• If the tech does not have access to the tickets, the hyperlink will throw an "access denied" message. 
• Filtering a ticket that does not belong to the same CRM account of the project will retrieve no results.
• The feature is currently only implemented for Project > Tasks. Linking tickets to tasks have been enhanced to support in All Projects > Tasks and My Tasks pages.

Access Control

Deep links will deny access based on the assigned scope of the user.