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
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Relationships shall be viewable in the Related Items > Project Tasks in tickets. This is available only in the New Service desk experience.
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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 on 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 doesn't 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 on the Linked Tickets
- Click the Add Tickets button
- Search and Select pop up for the Tickets will be display
- 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 doesn't 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.
Has Access To |
No Access To |
Expected Behavior When Attempting to Create Linkage |
---|---|---|
Tasks From Account A |
Tickets From Account A |
Allow the user to create the link, but disable the link for the user. |
Tickets From Account A |
Tasks From Account A |
Allow the user to create the link, but disable the link for the user. |