Introduction

We can link open Tickets to problems that have been already identified. This will help us in grouping of similar Tickets under the common Problem.

Advantages of linking Tickets to a Problem

-Team can read additional information that was recorded as part of the original problem.

-Reduction of turnaround time for resolution of Tickets.

-Identifying trends and providing better insight into recurring issues. This results in improved focus towards frequently occurring issues.

-Improved customer service.

Link Tickets to Problem feature is available in NITRO IT Helpdesk applications. This feature is configured using NITRO Forms and NITRO Custom Actions and can be customized if needed.

There are different ways to link Tickets to Problem.

1.‘Link Tickets to Problem’ custom action in Problem List

2.From Ticket edit form in Tickets List

3.‘Create Problem’ custom action in Tickets List

4.‘Link to Problem’ custom action in Tickets List