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Setting UP service desk - Linked by issues

I am setting up the service desk for my entire service management, I am looking for best practices in 

1. How to setup the projects so it's easier for reporting.

2. Part of item# 1, what is the best way to do "Linked by" issues, for example should we use parent/child when doing multiple incidents, or best to use "Caused by". 

1 answer

0 votes
Pramodh M Community Leader Jan 06, 2022

Hi @Carmen Campos 

  • If Similar Requests are to be seen by different Customers with different
  • When users are creating tickets they need to choose the different options for the same custom field

Basically, we decide whether to go with a new project or not by seeing the list of requirements you have. 

Linked issues are the best way to track the activities that have been taken care of by other teams if it is connected in any way.

Linking relationship again depends on the requirement you have

Thanks,
Pramodh

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