The functionality to relate a ticket with all accounts/contacts will be useful for services companies. So that all account/contact can see the ticket.
Or
The functionality to relate the tickets with assets so that the ticket will be shown in all accounts/contacs which are all related with the asset.
Following are the customer comments on developers mailing list
Gregory Machin - greg@ct-net.org -
I work in an it company and our main business is hosting and vpn support
.. for example "I made changes to our mail server and would like to
attach the ticket to all the accounts / contacts / users it will impact,
so that if there is an issue and I'm not available someone else will be
able to pickup the ticket and run with it. No matter who brings up the
issue."
Andrew Rodes - arodes@onweald.com -
I have worked with systems at hosting companies in the past ( I have worked
for a few over the years), and the best way to attack the problem your
trying to solve that I have seen was to have asset based ticketing so that
if an asset has a modification or problem, its quickly seen on all customer
accounts that also use that asset.
Unfortunately, vtiger does not support true assets to customer
relationships or asset based ticketing although several community members
have asked about it for over 2 years (or maybe longer .. I don't know).
This functionality is in the major commercial ticketing products out there
as I have used many including remedy and Siebel which handle it nicely.
