Service Desk Practitioners Forum
cancel

Auto close all Service Calls related to Incident

SOLVED
Go to solution
Highlighted
Lucinda Hudson
Frequent Contributor.

Auto close all Service Calls related to Incident

Is there anyway in OVSD to automatically close all service calls related to an incident, when the incident is closed?

We are currently using OVSD 4.5 SP1, but updating to SP17 shortly.

Thanks
2 REPLIES
George M. Meneg
Acclaimed Contributor.
Solution

Re: Auto close all Service Calls related to Incident

Hello Lucinda,

Yes, there is a way to close service calls related to incident.

Create a DB rule that will be triggered when Incident is Closed. As Action select "Update Data". Once the "Update data" form is opened, check the "Select a related item?" checbox and from the dropdown list to the left select "Related Service Call(s)"

There, you can update Service call status. Note that you also have to update ALL fields required for "Closed" service call status or the db rule will fail. Thus have "update service call" status as the last update.
menes fhtagn
David Borojevic
Outstanding Contributor.

Re: Auto close all Service Calls related to Incident

And in a similar rule way you can email all the callers of the related service calls (if closing doesn't do this already). YOu would have to update a custom field (emailcaller) on the Service Call and then a Service Call rule would send the email to the caller. Nice way of keeping callers informed of progress or workarounds that may have been discovered.

Cheers