Linked ticket cross service updates
D
David Anderson
Due to security permissions to keep work separate between teams, we are unable to link two or more tickets created when the business emails more than one team, with work for both teams.
Often emails are received by two teams with work with a task for both teams. Two tickets (one from each team) are created.
Although there is work for both teams the tickets cannot be linked as they are across more than one service line.
If Team A reply to both the requester and Team B on their ticket number and put the ticket on Wait, Team B don’t receive an email or a ticket update. Instead Team A's ticket updates returning it back from Wait.
Kamal Saran
Merged in a post:
Linked tickets to show comms shared even for users with no permissions
T
Tracy Nolan
Currently all users can create a linked ticket with a team they do not have permissions on. Emails can be shared by clicking on the + on top RHS. Although the email will be shared with the group you do not have permissions on, you cannot see this shared ticket reference in the email, it only shows a + sign. If the team has access to both groups they can see the ticket ref it was shared with beside the +.
Our team inIreland would share quite a lot of comms with the IOM team but are unsure if they have actually shared the email or not. W
We would like the ticket ref of the other team to show, although you cannot access the ticket due to rules on different user groups. It can be greyed out.
T
Tracy Nolan
Hi Claudine,
the 2 user groups are for the following:
Ireland - Utmost Services Ireland - user role is Team Member - Live
IOM - user groups are UIIOM Customer Operations and UIIOM Investment Operations - similar user role
Current impact is a user in Ireland needs to communicate with user in IOM but they dont have permissions on each others work items. Ireland can create a linked ticket for IOM and share a communication and vice versa but the user in Ireland or IOM cannot see from the comms section that they did actually share the communication. Whereas if they have access to all user groups the ticket reference will show up on RHS of comms. It means that our business users are having to email out of enate to make sure the email was received and this could be a dealing/trade instruction so it is important to be assured it was delivered. this is a very useful feature and especially on dealing instructions as above.
thanks
tracy
C
Claudine Richardson
Hiya Tracy Nolan, thanks for this post! I have a few more questions for you:
- Can you provide more details on the user roles and permissions involved in this process?
- What is the current impact of this issue on your team's workflow?
- Are there any specific scenarios where this feature would be particularly useful or critical?