Linking tickets and tasks

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. 

Prerequisites

  • Access to Service Desk > Tickets 
  • Access to Projects > Tasks 

Setup 

  • Relationships shall be viewable in the Related Items> Project Tasks in tickets. This is available only in the New Service desk experience. 

  • 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 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 does not 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. 

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Linked Tickets

  • Navigate to Projects module.
  • Open an existing Project > Task.
  • Click Linked Tickets.
  • Click the Add Tickets button.
    • Search and Select pop-up for the tickets will be displayed.
    • 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 does not 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.

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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

Allows the user to create the link but disables the link for the user

Tickets from account A

Tasks from account A

Allows the user to create the link but disables the link for the user