Automate linked ticketing workflows : Fresh Tech Africa

Depending on your team's workflows, you can automate synchronisation between a tracker and its related tickets.

Here are some examples of workflows you can automate

Change the priority of the tracker ticket depending on the number of related tickets
Sync relevant private notes from related tickets to the tracker ticket
Notify an admin when the number of related tickets crosses a limit
Update ticket properties when a ticket is being linked to a tracker

In this article, we'll have a look at how to automate workflows when

Automating workflows when a ticket is being linked to a tracker ticket

If you'd like to change the priority of the tracker ticket when it has more than 10 linked tickets added to it, under "On tickets with these properties" choose In tickets if Related ticket count on tracker is greater than 10.
Under "Perform these actions" add On the tracker ticket Set priority as High

Automating workflows when an update is made to a related or tracker ticket

Here's an example of setting up a rule to add any public notes on related tickets to the tracker ticket

Go to Admin > Workflows > Automations > Rules that run on ticket updates

Select agent in “When an action is performed by”
Under "On tickets with these properties" choose the conditions " if association type" is Related
Under "Involves any of these events", choose note is added- Public note
Under "On tickets with these properties" choose In tickets, if association type is related
Perform an action that adds a note on the tracker ticket. By clicking the green plus icon on the bottom right of the text editor, you can add placeholders for the related ticket URL and the last public note

You can trigger similar workflows by choosing the "association type" of a ticket as a tracker or a related ticket.

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