In OneDesk, you can create and identify links between tickets. This allows you to easily access related items and label them to determine their relationship. You can easily flag duplicate work, identify the priority for sequential work items, and more. You are also able to create task dependencies that identify predecessor and successor relationships, from which you can create workflow automation.

How to Link Items:

Step 1: Navigate to the tickets or tasks application.

Step 2: Double-click on the ID number of the item you wish to link.

select item to link

Step 3: From the tabs at the top, click Subtasks & Links.

select subtasks and links

Step 4: Click Add Linked Items.

select add linked items

Step 5: Select the type of relationship or dependency that you wish to create between the items.

select type of dependency

Step 6: Search for/select the item you wish to link to.

select item to link to


Linked Item Relationships

In OneDesk, you are able to identify relationships between tasks. Some relationships which can be defined include:

Blockers –

 Indicating that one item cannot be worked on before another is completed.

Duplicates – 

Indicating that the items duplicate each other.

Related –

 Items that are related to others with no predefined meaning.

These relationships are reciprocal and directional. For example, if two items are duplicates, the label “Duplicates” identifies the original, and “Is Duplicated By” identifies the copy.

Please note that there is no logic behind these relationships. They are merely labels to help you identify any relationships or dependencies between tasks.

Blockers

The Blocker label can be used to identify a relationship between tasks or tickets where one blocks the other from starting. If you select TaskA to be a blocker for TaskB, both will be identified in relation as “Blocks” and “Is Blocked By”.

blocks

is blocked by

Duplicates

The Duplicates label can be used to identify a relationship where one task or ticket is a duplication of another. If you identify that TaskA is duplicated by TaskB, both will be identified in relation to each other as “Duplicates” and “Is Duplicated By”.

duplicates

is duplicated by

Related

The Related label can be used to identify a relationship of any kind. You can use this label when the others do not apply or how you see fit. If you select TaskA to be related to TaskB, both will be identified in relation to each other as “Is Related To”.

is related to

Once a relation is established, the items are now linked, and may be reached from the “Subtasks & Links” section of the ticket or task management interface. By clicking on a linked item, you will be brought to the management screen for that particular item. This creates an easy way in which you can navigate between large projects with many sub-categories and links between them.

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