Stop Mater Ticket Closure before Child Tickets are closed

Hi All,

 

I need some inputs on below scenario

 

I have a master Incident Ticket with which there could be any number of Tickets (be it Incident,Change or Problem) related.

I want to make sure that Master Incident is not closed before the Child Tickets are closed.

 

Please help me with some suggestions on Solution.Hopefully if there is something that will not include JavaScripting

 

-HB

  • Do a calculation in a format control to look for any still "active"  records related to the master ticket in the screlation table.. If any are found, then create a validation that fires upon Closure if there are any.

  • Hi Tom,

    Thanks for the reply.

    I found below validations written when only an Incident is related to the Change Request, But how can I generalize to check rest all the tickets. I tried to put the "or" operator with the table names but that didn't worked

     

    Update: problem.status in $file="Resolved"

     

    Calculation: $L.void=rtecall("rinit", $L.rc, $L.screlation, "screlation");$L.void=rtecall("select", $L.rc, $L.screlation, "source=\"" number in $file "\" and depend.filename=\"cm3r\" and depend.active=true"); if $L.rc>0 then $changes.closed=false

     

     Validations:

     

    Update: problem.status in $file="Resolved"

     

    Validation: nullsub($changes.closed, true)=true

     

    Message: You cannot Resolve this Incident until the related Change records are closed.

     

    Can you please suggest

    -HB

  • Try something like:

     

    "source=\"" number in $file "\" and (depend.filename=\"cm3r\" or depend.filename=\"problem\" or depend.filename=\"ocmq\" or depend.filename=\"ocml\" or depend.filename=\"incidents\" or depend.filename=\"knownerror\") and depend.active=true");

  • Hi Tom,

     

    This seems to be not working. I added the following calcluations on the format control record of probsummary but still I am able to resolve the Incident when the related change requests are open.

     

    $L.void=rtecall("rinit", $L.rc, $L.screlation, "screlation");$L.void=rtecall("select", $L.rc, $L.screlation, "source=\"" number in $file "\" and depend.filename=\"cm3r\" or depend.filename=\"problem\" or depend.filename=\"ocmq\" or depend.filename=\"ocml\" or depend.filename=\"incidents\" or depend.filename=\"knownerror\"and depend.active=true"); if $L.rc>0 then $changes.closed=false

    Any suggestions please.. 

     

    Also how can I modify the validation part to check the status of other tickets

     

    Regards,

    -HB

  • It's missing the parenthesis I put in....  try this:

    $L.void=rtecall("rinit", $L.rc, $L.screlation, "screlation");$L.void=rtecall("select", $L.rc, $L.screlation, "source=\"" number in $file "\" and (depend.filename=\"cm3r\" or depend.filename=\"problem\" or depend.filename=\"ocmq\" or depend.filename=\"ocml\" or depend.filename=\"incidents\" or depend.filename=\"knownerror\") and depend.active=true"); if $L.rc>0 then $changes.closed=false

  • No Luck Tom,

     

    Is there any possible cause

     

    -HB