Datto Autotask PSA: We would like to be able to create a master ticket and link all the related tickets to it. How can we do that?

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Question

We want to be able to create a master ticket and link all the related tickets to it. Doing so would be helpful in instances such as an outage where we have one problem that affects several clients, and we want to track the incidents together. How can we do that?

Environment

  • Datto Autotask PSA

Answer

Autotask's Problem / Incident ticket feature will help you group and manage tickets that have a common cause.

When you create a ticket in Autotask, you'll select a ticket type. Ticket types help you categorize tickets. They also determine which functions are available on the ticket. When an incident is considered to be serious, or multiple occurrences of similar events are observed, a problem ticket should be created. It's possible that the problem will not be recorded until several incidents have occurred.

Problem tickets and their associated incident tickets can belong to different companies, but to ensure accurate profitability reports, we recommend that you assign the problem ticket to Your Own Company.

When you have created the problem ticket, you will associate all related incident tickets with it. An incident can only be associated with one problem at a time.

On the Ticket Details page of your problem ticket, go to the Incidents tab and associate an existing ticket or add a new incident to it. Once your problem ticket is resolved, you may change its status to complete, and you will have the option to complete all of its incidents tickets at the same time.

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