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If we merge tickets in CommitCRM that are sync'ed with Continuum, what happens to the Continuum ticket?
For example, I have a patching ticket (ticket A) and they request I start a chat. I start the chat (ticket B) and go through the process. They then indicate they will escalate ticket B for further work. What's the best way for me to handle these on the CommitCRM site? Just link them all and then once the whole issue is resolved, merge/close them? Or can I merge them while Continuum is making updates to ticket B and start to get those updates in ticket A? |
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You should probably link between the ticket A and B in RangerMSP to keep the references.
Merging Ticket A into Ticket B may result in creating a new ticket C in case there will be any new/future updates for the ticket A that was merged/deleted in RangerMSP. Once the issue is solved you can closed both tickets in RangerMSP - this action will also close them in Continuum. Hope this helps. |
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I found a lot of my information by searching this forum. If you have any questions, I have found that there are a lot of folks on here with answers and support is quick to respond. If it's not been posted, put up the question, give it a day or so and you will have a few good answers.
I don't think there is one central place with that, but if there was, I would think that it would be on the RMM integration page in the wiki. |