Ability to Link Existing Work Items

Overview

In addition to having the ability to create new linked work items from a Case or Ticket, you can also create links between existing Cases and Tickets to allow you to better manage activities being carried out by different teams.

You can create links between existing work items in two ways:

1. From a work item

2. From the home page

Note that you can only create links between Cases and Tickets and you cannot copy communications, files, defects, links or custom data when creating a link between existing work items.

Linking Existing Work Items from within a Work Item

You can link existing work items from within a work item itself by going to the work item's screen and selecting the '+ Work item' option and then choosing to add an 'Existing item'.

In the resulting pop-up you can search for the Cases and/or Tickets you want to link this work item to.

You link up to a maximum of 50 work items at one time, but there is no limit on the number of work items that can ever be linked.

A link to the new linked Case or Ticket will appear in the Linked Work tab in screen of the work items that have been linked.

Linking Work Items from the Home Page

You can link existing work items from your Home page by selecting the Cases and Tickets from the Home Page grid (which could be displaying your Work Inbox, Team's Work Inbox, Owned Work or Team's Owned Work) that you want to link together and selecting the 'Link' option that appears at the top of the grid.

The first Case or Ticket that you select will be the work item that all of the subsequent selected work items will be linked to (or the first in your list if you've used the 'Select All' option).

The resulting pop-up will confirm to you the Case / Ticket the items will be linked to, and the specific items themselves, before allowing you to complete the linking confirmation:

You can link up to a maximum of 50 work items at one time, but there is no upper limit on the number of work items that can ever be linked.

If you subsequently go to this main Ticket / Case that everything has been linked to, on its Linked Work tab you'll see ALL of the items you chose to link to it.

However if you're in one of the works items you chose to link to this main Ticket / Case, on that Linked Work tab you'll only see a record of that main Ticket / Case (and not all of the other ones which were linked).

Unlinking Work Items

You can unlink work items at any time by going to the Linked Work tab in the work item's screen and selecting the Unlink icon.