Problem Ticket updating Incident ticket | Community
Skip to main content

Problem Ticket updating Incident ticket

  • July 24, 2015
  • 6 replies
  • 0 views
M

Working on implementing the use of problem and incident ticket type fields within my business and am creating some internal documentation so that my team members will understand how to use it. I have been using your documentation on the topic (namely: https://support.zendesk.com/hc/en-us/articles/203691086-Working-with-problem-and-incident-tickets) as a guide and have a few quick questions.

1.) In the documentation, it says that any comment made in the problem ticket will update all of the incident tickets, but this is not the case in trials I've done with test tickets. Neither public nor private comments made within the problem ticket are visible within any of the incident tickets. I can only get comments made in the bulk ticket edit within the Incidents tab or the comment when solving the ticket to appear. Is this as expected?

2.) Does changing the fields in problem ticket, such as root-cause category or product type, change these fields within the incident ticket?

3.) Are there any recent features added to the problem and incident model?

 

Thanks! 

    This topic has been closed for replies.

    6 replies

    L
    • Liz15
    • July 28, 2015

    Based on the article that Mac is referring to, I was also under the impression that if I put public replies on a "Problem" ticket, that the linked "Incidents" would be updated with the same public reply - and that it would be sent to the requester.  

    When testing, it appears that the only action that actually pushes anything to the Incident tickets is when you mark the Problem solved.

    I was sincerely hoping that I could use this problem/incident thing to keep a number of customers updated on the status of an outage, but it seems like I'd have to do all the status updates to each individual ticket one-by-one.  

    Clearly I can use this to resolve all the tickets when the root problem has been resolved, which is great. But really what would make this feature truly awesome is if I could have a way to quickly notify a bunch of customers in the event of an outage.  Hopefully I'm missing something?  Thanks for your help.

    M
    • Mac12
    • Author
    • July 28, 2015

    Hey Liz - 

    We seem to be on the exact same page. I and other members of my team were really excited about the prospect of being able to simply post a reply in the Problem ticket and have all of the other Incidents be updated with this comment (and not have to have the Problem solved to do so).

    Although I was really disappointed to find that this isn't the case (as far as I can tell), one feature that I have found helpful and that nearly satisfies my need is the bulk ticket editing (which was briefly touched at the bottom of the aforementioned documentation). It gives you the ability to select some or all incident tickets then update those tickets simultaneously. Hope that helps!

    L
    • Liz15
    • July 28, 2015

    Yep, I'm aware of bulk editing, but doing it via the 'problem' ticket really seemed to make sense from a workflow perspective - eg so that you're not missing any of the linked 'incidents'.  oh well. thanks!

    Jennifer16

    Hey guys,

    The documentation says that when you solve the ticket, any comment that you've added (just before submitting as solved) will also be added to the linked incidents and they will be solved at the same time. I'll look at the doc to see if we can make that clearer. Sorry it was misleading.

    You are correct that changes to the problem ticket at any other time are not made to the linked incidents. For that we use bulk editing here, like Mac mentioned above.

    Hope that helps!

     

    T
    • TrueNorth
    • August 14, 2015

    Is there a trigger or automation that could be used to send updates to the linked incidents? 

    J
    • Jessie17
    • October 21, 2015

    You can't accomplish this using a trigger or automation, but you can create a view with all the incident tickets in it, and do a bulk update from there.

    Hope that helps!

    Terms & ConditionsCookie settingsAccessibility statement