--- title: "Enhanced Bi-directional Linkage Between Workflows, Customer Care and Tickets" slug: "enhanced-bi-directional-linkage-between-workflows-customer-care-and-tickets" updated: 2026-05-11T19:12:56Z published: 2026-05-11T19:12:56Z canonical: "help.idibilling.com/enhanced-bi-directional-linkage-between-workflows-customer-care-and-tickets" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.idibilling.com/llms.txt > Use this file to discover all available pages before exploring further. # Enhanced Bi-directional Linkage Between Workflows, Customer Care and Tickets When you create a workflow you can establish a reference link to the specific customer or ticket the workflow is acting upon. This provides greater visibility between the respective applications than was supported by the Workflow tab in the Customer Care and Tickets InfoCenters. - In the Workflow application, you can see the customer or ticket linked to a workflow instance. - In Customer Care and Tickets, you can see the workflow instances linked to a specific customer or ticket, regardless of where the workflows were initiated (Customer Care/Tickets or Workflow). ## Setting Up Reference Links in Workflow There are two ways to establish the linkage between a workflow and it’s related customer or ticket. When you configure a *Create Workflow* action or manually start a workflow, you can select a link reference type of *Customer* or *Ticket* and specify the customer (using Customer ID) or ticket (using Ticket ID). ### Create Workflow Action The Create Workflow action provides fields for specifying link reference type and link reference ID. ![A screenshot of a cell phone Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-cell-phone-description-automati-17.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A32%3A27Z&se=2026-11-14T11%3A32%3A27Z&sr=c&sp=r&sig=PpaKvE8ctvnqjp0IPBC2o6Yq2FX0bS2clSu7a8ZbmpY%3D) For Link Reference Type, select **Customer** or **Ticket**, then enter the specific customer or ticket ID in the Link reference ID field. ### Start Workflow Page Similarly, when you start a workflow manually, the Start Workflow page lets you select a Link Reference Type. The field defaults to blank. If you select **Customer** or **Ticket**, the Link Reference ID field is displayed. ![A screenshot of a cell phone Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-cell-phone-description-automati-18.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A32%3A27Z&se=2026-11-14T11%3A32%3A27Z&sr=c&sp=r&sig=PpaKvE8ctvnqjp0IPBC2o6Yq2FX0bS2clSu7a8ZbmpY%3D) ### Support for SUB WORKFLOWS to Inherit Link Reference When configuring a Splitter step on a Workflow definition, you can choose to have the sub-workflow inherit the link reference from the parent workflow. The setting defaults to checked (inherit). ![A screenshot of a cell phone Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-cell-phone-description-automati-19.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A32%3A27Z&se=2026-11-14T11%3A32%3A27Z&sr=c&sp=r&sig=PpaKvE8ctvnqjp0IPBC2o6Yq2FX0bS2clSu7a8ZbmpY%3D) ## Viewing Link References in Workflow You can view link references in Workflow from the Workflow and Task Search pages or when viewing a specific instance. ### Workflow Search On the Workflow Search page you can select a Link Reference Type and/or enter a Link Reference ID. From the search results, click the preview button in the far right column to display details for a specific workflow including the linked customer or ticket. ![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-5(8).png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A32%3A27Z&se=2026-11-14T11%3A32%3A27Z&sr=c&sp=r&sig=PpaKvE8ctvnqjp0IPBC2o6Yq2FX0bS2clSu7a8ZbmpY%3D) ### Task Search Link Reference Type and Link Reference ID have also been added as search parameters on the Task Search page. ![A screenshot of a social media post Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-social-media-post-description-a-7.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A32%3A27Z&se=2026-11-14T11%3A32%3A27Z&sr=c&sp=r&sig=PpaKvE8ctvnqjp0IPBC2o6Yq2FX0bS2clSu7a8ZbmpY%3D) You can enter values in either or both of these fields to search by a specific linked object or type of object. The *Link Reference Type* drop down provides two options: **Customer** and **Ticket**. This lets you search for workflow tasks linked to a specific ticket or customer when used in combination with the Link Reference ID, or by selecting a type and leaving the link reference ID blank, all tasks associated to the selected link reference type will be returned. > [!NOTE] > **Note:** > > Environments on a version of CostGuard lower than 20.6 will not display the new search parameters. ### Workflow Instance Workflow instances that are linked to an object will display the link reference information in the gray bar when viewing the instance. ![A screenshot of a cell phone Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-cell-phone-description-automati-20.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A32%3A27Z&se=2026-11-14T11%3A32%3A27Z&sr=c&sp=r&sig=PpaKvE8ctvnqjp0IPBC2o6Yq2FX0bS2clSu7a8ZbmpY%3D) ## Viewing Link References in Customer Care and Tickets There are no visual changes to Customer Care and Tickets. The underlying structure for linking a workflow to a customer or ticket now uses the new Link Reference Type and ID fields in Workflow, and the linkage is now bi-directional such that workflows displayed on a customer or ticket are also linked to that customer or ticket in the Workflow application. The **Start Workflow** capability in Customer Care and Tickets will link the workflow instance to the customer/ticket using the *Workflow* Link Reference fields, and the workflow instance will be listed on the Workflow tab in the InfoCenter. Additionally, any workflows that are initiated from Workflow, either from the *Create Workflow* action or manually started, that are linked to a customer/ticket will also be displayed on the Workflow tab. So regardless of how the workflow was initiated, the linking can be seen in both modules. ![A screenshot of a cell phone Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-cell-phone-description-automati-21.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A32%3A27Z&se=2026-11-14T11%3A32%3A27Z&sr=c&sp=r&sig=PpaKvE8ctvnqjp0IPBC2o6Yq2FX0bS2clSu7a8ZbmpY%3D) > [!NOTE] > **Note:** > > Searching in Workflow for workflows associated to a specific customer or ticket will show the same workflow instances as listed in the InfoCenter.