Creating New Linked Work Items

Overview

Launching a Case or Ticket from within an existing one creates a 'Linked' relationship between the work items.

Work items with a 'linked' relationship will retain a link to the original Case / Ticket but are completely independent, behaving according to their own specific configuration and not needing to wait for the other to complete before they can complete themselves. This is useful when the original Case/Ticket's due date is not dependent on some sub part being completed (e.g. by a different department).

Linked work items will show on a Linked Work tab in the work item screen, making it easy to track a group of work items which relate to each other.

Note that only Cases and Tickets can be 'linked' and when a work item is linked to another work item and it is subsequently merged, split or converted into a Case, the subsequent work items resulting from this will also be linked to the original work item.

For example:

• When a Ticket is linked to another work item and that Ticket is merged in with another work the remaining merged item will be linked to the original work item.

• When a Ticket is linked to another work item and that Ticket is split into multiple Tickets, the subsequent child Tickets will also be linked to the original work item.

• When a Ticket is linked to another work item and that Ticket is later converted into a Case, the subsequent Case will also be linked to the original work item.

Creating a new linked Ticket

To create a new linked Ticket from an existing Case or Ticket, click the ‘+ Work item’ link shown near the tabs section of the work item and the choose the 'Ticket' option from the dropdown.

In the resulting pop up, you can filter to search for the new type of Ticket process you want to create in two ways:

• by searching by email route - you can specify the mailbox address which people would normally send emails into to create work items. Often an email mailbox represent a certain part of the business within which you want to create your new work item. As a useful shortcut we've added a feature here where you can search by mailbox and narrow down straight away the Ticket processes that you can choose from. Selecting a mailbox will filter the dropdown options to only the processes linked to that mailbox.

• by selecting a Customer, Contract, Service and a Ticket process to launch (these will default in values if there is only one option to choose).

Please note that the Tickets available for you to launch will depend on the permissions settings in Builder. Additionally, you will also only be able to select a Ticket process from an email route that has been enabled in Builder (see here for more information). You will also only be able to select a Ticket process in Test Mode if the email route for that Ticket process has been configured to run in Test Mode.

You can then adjust the following settings for the Ticket:

Setting	Detail
Title	You can modify the title of the new Ticket you are creating
Short Description	You can modify the description of the new Ticket you are creating
Category & Sub Categories	You need to select the category & sub categories of the new Ticket
Override Due Date	If your system has been configured this way (see here for more information), you can select to override the due date of the new Ticket you are creating.
Copy Defects	You can copy existing defects from the original Case/Ticket to the new Ticket you are creating. Note that making updates to the Defects in the new linked Ticket will NOT update the defects in the original Ticket/Case it was created from.
Copy Files	You can copy existing files (including tags & file notes) from the original Case/Ticket to the new Ticket you are creating. Note that making updates to the files in the new linked Ticket will NOT update the files in the original Ticket/Case it was created from.
Copy Links	You can copy existing links (including tags & link notes) from the original Case/Ticket to the new Ticket you are creating. Note that making updates to the links in the new linked Ticket will NOT update the links in the original Ticket/Case it was created from.
Copy Custom Data	You can copy existing custom data (e.g. custom data fields) from the original Case/Ticket to the new Ticket you are creating. Note that making updates to the custom data in the new linked Ticket will NOT update the custom data in the original Ticket/Case it was created from.
Copy Communications	You can copy work item communications i.e. emails (including email attachments) and notes from the original Case/Ticket to the new linked Ticket you are creating. Note that when choosing to copy communications, you will not only copy communications from the original work item, but you will also copy communications from the original work item's related group, e.g. its Actions if it was a Case, or the parent/child Ticket if it was from a split Ticket. Also note that making updates to the communications in the new linked Ticket will NOT update the communications in the original Ticket/Case it was created from. You can find out more about related groups vs linked work items here.
Send Automated Emails	You can choose to send auto-generated system emails (e.g. Ticket creation acknowledgement emails) to contacts tagged as the the primary contact, requester or subject.
Adding Contacts	You can choose to add a contact. If permissions in Builder have been configured to allow you to do so, you can even choose to add multiple different contacts for the new Ticket and divide the tags between them.

Then click to Create. A link to the new linked Ticket will appear in the 'Linked Work' tab.

Creating a new linked Case

Linked Cases will retain a link to the original Case / Ticket but are completely independent, behaving according to their own specific configuration and not needing to wait for the other to complete before they can complete themselves. This is useful when the original Case/Ticket's due date is not dependent on some sub part being completed (e.g. by a different department).

To create a new linked Case from an existing Case or Ticket, click the ‘+ Work item’ link shown near the tabs section of the work item and the choose the 'Case' option from the dropdown.

In the resulting pop up, you can filter to search for the new type of Case process you want to create in two ways:

• by searching by email route - you can specify the mailbox address which people would normally send emails into to create work items. Often an email mailbox represent a certain part of the business within which you want to create your new work item. As a useful shortcut we've added a feature here where you can search by mailbox and narrow down straight away the Case processes that you can choose from. Selecting a mailbox will filter the dropdown options to only the processes linked to that mailbox.

• by selecting a Customer, Contract, Service and a Case process to launch (these will default in values if there is only one option to choose).

Please note that the Cases available for you to launch will depend on the permissions settings in Builder. Additionally, you will also only be able to select a Case process from an email route that has been enabled in Builder (see here for more information). You will also only be able to select a Case process in Test Mode if the email route for that Case process has been configured to run in Test Mode.

You can then adjust the following settings for the Case:

Setting	Detail
Short Description	You can modify the short description of the new Case you are creating
Schedule	If your system has been configured this way (see here for more information), you must select a schedule for the new Case you are creating.
Override Due Date	If your system has been configured this way (see here for more information), you can select to override the due date of the new Case you are creating.
Copy Defects	You can copy existing defects from the original Case/Ticket to the new Case you are creating. Note that making updates to the defects in the new linked Case will NOT update the defects in the original Ticket/Case it was created from.
Copy Files	You can copy existing files (including tags and file notes) from the original Case/Ticket to the new Case you are creating. Note that making updates to the files in the new linked Case will NOT update the files in the original Ticket/Case it was created from.
Copy Links	You can copy existing links (including tags and link notes) from the original Case/Ticket to the new Case you are creating. Note that making updates to the links in the new linked Case will NOT update the links in the original Ticket/Case it was created from.
Copy Custom Data	You can copy existing custom data (e.g. custom data fields) from the original Case/Ticket with the new Case you are creating. Note that making updates to the custom data in the new linked Case will NOT update the custom data in the original Ticket/Case it was created from.
Copy Communications	You can copy work item communications i.e. emails (including email attachments) and notes from the original Case/Ticket to the new linked Case you are creating. Note that when choosing to copy communications, you will not only copy communications from the original work item, but you will also copy communications from the original work item's related group, e.g. its Actions if it was a Case, or the parent/child Ticket if it was from a split Ticket. Also note that making updates to the communications in the new linked Case will NOT update the communications in the original Ticket/Case it was created from. You can find out more about related groups vs linked work items here.
Send Automated Emails	You can choose if you want to send auto-generated system emails (e.g. Case creation acknowledgement emails) to contacts tagged as the the primary contact, requester or subject.
Adding Contacts	Unless the 'Makes Contacts Mandatory' option in the Case type in the Service Line screen has been selected, it is optional for you to add a contact. You can even choose to add multiple different contacts and divide the tags between.

Then click to Create. A link to the new linked Case will appear in the 'Linked Work' tab.