Promoting a Ticket to an Issue

If a ticket is raised and, after investigation, you want to create an issue, instead of needing to create a new issue, you can promote a ticket to an issue.

To promote a ticket to an issue:

Step 1: Open the ticket to view the ticket details, then click 'Promote' in the top right.

Step 2: An add issue modal will appear as below. Fill in the information for the issue, such as issue name, priority, space and owner. Fields with a red astrix are mandatory, those without are optional. When done, click 'Save'.

Step 3: An issue has now been created, and you will be taken back to the ticket detail page as below.

Step 4: If you click on the issue tab on the ticket, you will see that the new issue has not only been created but has automatically been associated with the ticket. Click the issue name to open the issue and view more information on the issue.

Step 5: You will see the issue detail page appear. Here, you can link an asset to the issue (if applicable), upload an attachment or photo, or add a note to the issue.

It is important to note that this process has not upgraded the Ticket to an Issue. The ticket still exists, and a new issue has been created and automatically linked to the from which it was raised.

The issue can also be accessed at any time directly from the Issues tab in the Facilities management dashboard by clicking 'View' against it.

Alternative Workflow

There may be a situation where tickets are raised for a problem where an issue has already been raised. You still want to associate the ticket with the issue but don't want to create multiple issues.

In Twinview, instead of promoting a ticket to an issue, you can link the ticket to an existing issue. It's possible to link many tickets to a single issue to do this:

Step 1: Open the ticket to view the ticket details. Then, instead of clicking 'Promote' issue, click on the issues tab on the ticket and then click the 'Link' button as shown below.

Step 2: A list of existing issues on the project will be shown. Click 'Link' on an issue to associate the ticket with that issue.

The issue will now be linked to the ticket. When the issue is resolved (by a completed maintenance job), any tickets associated with it will change their status to closed automatically.