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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Link tasks to ticket

You can add a task to a ticket, and view the different tasks belonging to the ticket, which is great.

But, once on the 'Tasks' tab, there's no link from there to the ticket, to get the overview. It would be great if this could be implemented.

Comments

  • I don't use tasks yet (since they are borked under IIS with no CSS) but I'm not real sure what you mean.  Can you provide a mock up image or a better description of what you are suggesting?
  • What he means is that if you open a task list (Task tab) or click on a task to view details, there is no reference to the original ticket, which means if you did not put additional information about the ticket inside task, you won't know for which ticket the task belongs to. :)

    I took a look at the code, as far as I can see, there is no easy way to add ticket id, given that tasks.inc.php is basically a copy of tickets.inc.php, just with changed queries and few bits and pieces.

    Without adding extra JOIN to the query, which would link _tickets table, I am not sure it is possible (could be wrong though, had a 5 minute peek at the code only) to add ticket_id to the Tasks view or inside a task.
  • @sperrow Yes, thanks for your clarification. That's what i mean!
  • There is also the consideration that Tasks can be assigned to people who may or may not have access to the original ticket...

    It's my understanding that when a task is created all information to complete the task should be put in the task so the person that it is assigned to can complete it.
  • @ntozier Even if someone is assigned a task and does not have access to open the original ticket having it there and adding in a few catch errors is not a half bad add-on or suggestion. @evlee is actually referencing a general philosophy I needed and developed for osticket 1.6 or 1.7 (lost track now)

    In my original mod I went as far as to overhaul the view of the main ticket list to show the nesting of the "linked" tickets. Which if I am going ot be perfectly honest even with the concept of tasks linking/ connecting tickets together is still a concept which I see a need to do. I think the basic concept that @evlee & @sperrow are referring to can be best illustrated by this image taken from the mod I referenced working in osTicket.
    image

    I hope this helps.
  • I would really like this feature.
    once a task was created from the ticket, an email is sent. the agent can view the task but there is no link to the original ticket - so the agent is not aware of the context of the task.

    note that sometimes the ticket is assigned to an agent but the task can be assigned to another agent. the second agent should be able to view the ticket - although it is not assigned to it. think of it as a Participants to the ticket. all agent assigned to tasks coming from a ticket, should be Participants to the ticket. but maybe not the owner?
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