Clarity Service Management

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Parent tickets in resolved status

  • 1.  Parent tickets in resolved status

    Posted 10-01-2018 12:47 PM

    Hello people

     

    I have a parent ticket with (n) number of child tickets, when people resolved the parent ticket i use an spel code that inherits the Configuration_Item and the resolution_code to the childs tickets, but some analist continue update childrens tickets at the parent ticket in resolved status, some of them without Configuration Item.


    When the incident administrator uses the close to the chidren utility it fails couse the configuration item is mandatory.

     

    How can I deny update childs when the parent is in resolved status?



  • 2.  Re: Parent tickets in resolved status

    Posted 10-01-2018 02:08 PM

    John, you can use some data partition on those tables. For example, on cr(call request) table for update type with "

    parent.status<>'RE'

    " statement. Thanks _Chi



  • 3.  Re: Parent tickets in resolved status

    Posted 10-01-2018 03:06 PM

    thanks for your answer but if i do that i cannot do anything in the ticket, i need only for update children.

     

    I am thinking dont show the button update childres when the state is Resolved all this by form. Thanks.



  • 4.  Re: Parent tickets in resolved status

    Posted 10-01-2018 03:21 PM

    I think the DP still allows update to the child tickets, as long as their parent ticket does not have status REsolved.