Parent and Child ticket relationship update

we need to apply feature when the Master incident is set to Resolved, HPSM will also set the Child cases to resolved. Then Master ticket can be closed only after all child has been closed. Is there any possible ways or guides to configure these requirements?

Parents
  • Easiest I guess is running a wizard that on "Resolve" of the Master that will update all related incident tickets (update some fields, set them to resolved). That way, you can easily extend, and also allow user interaction during the Resolve process.

    for the closure, you can simply use the combo Query / Validation, where you search for any related incidents (in the screlation table) that aren't closed, and fail validation if the $filen has a value.

Reply
  • Easiest I guess is running a wizard that on "Resolve" of the Master that will update all related incident tickets (update some fields, set them to resolved). That way, you can easily extend, and also allow user interaction during the Resolve process.

    for the closure, you can simply use the combo Query / Validation, where you search for any related incidents (in the screlation table) that aren't closed, and fail validation if the $filen has a value.

Children