assigning or splitting issues under same id

Mato Gatnik

Is it possible to move 1 post from current issue to a new id?

For example ---- we closed a ticket, since it was resolved. A month later, client emails again with new question but under old ID, so it appears there. What is most efficient way to assign this last question to a new issue case (id)?

 

Is it possible to attach new issue ID to an old one?

When client replies and does not include proper ID in subject, this appears as a new issue (Case), although it refers to an existing one. Is it possible to assign this answer to open case?

 

Thank you.

 

Jack Brickey

@Mato Gatnik, welcome to the Community. There are two options that come to mind.

• reopen the existing issue or
• create a new issue and link to the old one

Personally I would do the second option. I don't like reopening issues once closed as often (most of the time) the followup is completely different or only tangentially related. Based upon your post it would seem to fit best too. To do this you can consider two solutions:

• manual - have the agent create a linked issue and set the reporter to be the customer so that notifications occur correctly. be sure to place a comment into the issue such that the customer understand to reply to the new issue not the old one.
• automated - consider constructing automation e.g. when customer comments and issue is closed and xxx (as many qualifiers as possible to ensure you don't get unwanted issues created) then create issue

I might suggest you start with the manual option as it is safest. If you find that this becomes cumbersome then you can tackle the automation. A couple final words:

• if you go with the manual approach I would recommend focusing on a solution that ensures your agents don't miss the comment. I would likely use automation, e.g. when customer comments and issue is closed then add a label, e.g. "Followup" or whatever. Then create a unique Queue that has "labels = Followup". The agent can then clear the label when they have created the linked issue.
• For automation you might want to reference - Automating your Service Desk

let me know if this helps or you have followup questions.