1 Reply Latest reply on Apr 7, 2015 3:40 PM by Kristie Bishop

    Dynamic links, global tickets and escalations

      Share This:

      Hello,

      Can someone explain how exactly escalations are triggered when tickets are linked:

      1. Dynamically

      2. As Global links

      I have two tickets linked dynamically. When I change something on first ticket, escalation is triggered on it and it seems that the same goes for the second linked incident. But it doesn't work when I update global ticket - escalations are not triggered on linked tickets. Can those be triggered somehow?

      Also what fields are copied between those two types of links? For example closing global ticket does not propagate resolution and closure code to linked tickets. Can I modify somehow what fields should be updated based on type of link?

       

      Regards