Improvements to Linking Work Items
We've made an enhancement to the sharing of communications when creating new linked work items direct from Cases / Tickets. Now, when you choose to share communications between linked work items, the communications from related work items are also shared with the new work item.
For example, when creating a new linked Case/Ticket, you can copy work item communications i.e. emails (including email attachments) and notes from the original Case/Ticket to the new linked Case. In this scenario, communications in the launching Case's Actions will now also be copied. Similarly, a split Ticket will now copy across communications from its Parent Ticket.
We have also made improvements to the existing 'Linked Work Item functionality'. Now when a work item is linked to another but is then subsequently merged, split or converted into a Case, the work items resulting from this will retain a link to the other. Previously this link was not persisted in such scenarios.
- When a Ticket is linked to another work item and that Ticket is merged with another, the merged Ticket will also have a link to the other 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 have a link to the other 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 have a link to the other work item.
Note that when merging an Action with another work item into a child item, because Actions cannot be linked, it is the Action's parent Case that will be linked to the child item.