Linking tickets is possible in different ways and is displayed in the Links ticket extension. Depending on the permissions of a resource member or dispatcher, they can link tickets by bundling, free linking or ITIL linking.

The Bundle Ticket group displays tickets that have been bundled with each other. Both the master ticket and the sub-tickets list each other in the extension. Clicking on the ticket link will open the original ticket.

Note: However, tickets can only be unbundled in the master ticket linking list by clicking the linking icon to the right of the respective entry.

The Direct Linking group displays tickets that have been linked by a resource member. New links are created by users with the allowed action Link Ticket.

After clicking on the + icon to add a link, a dialog opens where the corresponding ticket can be found and selected via free text search. With the help of an option list, it is selected how the two tickets are to link each other. There are three possible options:

1. Ticket A links Ticket B (default)
2. Ticket A and Ticket B link each other
3. Ticket B links Ticket A

Note: The creator of a link needs the access permissions to both tickets and action link tickets must be allowed.

In the groups Primary ITIL ticket and Secondary ITIL tickets ITIL-related links are displayed. These illustrate the dependencies between the work packages. The following applies:

• A ticket with a primary ITIL type, e.g. Problem, can be linked to any number of tickets with secondary ITIL types.
  Figuratively speaking: A work package can be linked to any number of sub-steps.

• A ticket with the secondary ITIL type, e.g. Incident, can only be linked to one ticket with the primary ITIL type.
  Figuratively speaking: A sub-step must belong to exactly one work package.

• No tickets with a primary type can be linked to another primary type ticket. This also applies to the secondary type.

Note: The action Change ITIL must be allowed for the supporter in both tickets to be linked in order to create or remove links. Different permissions may exist if the tickets are in different resources.