Improvements to Linking Work Items

Copying communications of related work items when creating a new linked work item

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.

You can find out more about related vs linked work items here.

Improvements to Viewing Linked Work Items

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.

For example:

• 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.