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How to configure Related Ticket Activity

Question asked by Bscuit on Dec 28, 2015
Latest reply on Dec 28, 2015 by Chi_Chen

Has anyone configured the "Related Ticket Activity" to work (Found under Administration -> Notifications -> Activity Notifications

From my understanding if you activate that functionality it should propagate the Comments for instance to parent / child. This is not happening from either side. I tried using the Log Comment Activity Notification

 

Documentation that I found on this:

Related Ticket Activities - CA Service Management - 14.1 - CA Technologies Documentation

 

And....

 

These are the steps that I followed to see if I can get it working:

 

Activated the Related Activity Activity on Log Comment

Recycled Service Desk (Did not do this at first, also don't think that this should be necessary)

Logged 2 Incidents

Linked the one to the other to now be part of a child / parent relationship

Logged comments on either side - comments do not pull through to either side.

 

Expected result:

 

Activity log should be generated for the related ticket that includes the following information:

  • Related ticket activity type, for example, Log Comment
  • Contact name
  • Parent ticket type and its reference number
  • Activity log description

 

Has anyone else tried this?

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