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How to allow users to select linked issue during creation of the ticket in service management

We have a project and two issue types in it (lets call them type1 and type2) that are always related

Type2 would be created only after type1 was created and resolved. They could be hours or months apart

I know that we can create a link after the creation of ticket

But we don't want the users to do an extra step. Ideally we want them to just select the ticket from type1 during the creation of the type2 ticket

Is it possible to do something like this ?

1 answer

0 votes
Bhanu KN Rising Star Jan 24, 2023

Hi @Ilia Shapira , 

In the provided SS, I am on the create issue screen (using the button on the top bar, not 'create linked issue'). 

If you add the system field 'Linked issues' to create screen of type-2, You should be able to link the relevant type-1 issue, even if you are creating the issue independently. 

Do let me know if this helps:)


I need them to be able to do it from Customer Portal

If I try to add Linked issue filed I get this error:

This field type cannot be shown - you must provide a preset value

Bhanu KN Rising Star Jan 26, 2023

I am sorry I didn't realize you were talking about the portal. All the portal users are treated as customers. What I suggested earlier can only be done in Agent view (within site). Issue linking is not available on the portal by default as it's designed for customers to raise requests, get assistance from agents, and close the request. No prior links can be established or shown on the portal, unfortunately.

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