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When ticket is saved custom field related tickets searches for tickets that have same value(s) in the selected fields. You can set a weight for each field in field options. Example:
- 10287=1 (connection)
- 10288=1 (equipment)
- 10290=1 (site)
- 10294=1 (affected organisations)
- 10057=2 (scope)
Related tickets also weights the issues by time. Example:
- updated=4 (maximum weight if issue is just created)
- updated_decay=30 (number of days when weight comes to null)
fields Connection, Equipment, Site or Affected customers. Related tickets is placed on tab Knowledge management.
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