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Closing related tickets when a Change ticket is Closed

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amykoh
Senior Member

Closing related tickets when a Change ticket is Closed

Hi all,

Here's my scenario:
Multiple Service Call will create a Problem ticket (SC are related to this Problem Tic), Problem Tic will be related to a Change ticket.

When Change is completed, the change ticket will be closed.

How do I close all the other related Problem->SC related to that Change?

As in, when I close the Change the others will auto closed (probably via db rule rite?)

Anyone tried this before?

Thanks,
Amy
8 REPLIES
Stefan Sagstett
Super Collector

Re: Closing related tickets when a Change ticket is Closed

Hallo Amy,

I do the same with Servicecalls and Changes, so this should work analogue to Servicecalls and Problems and Changes. Below you can see my DB-Rule.
I say, when Change is closed then the related Servicecall should be closed as well.

When change is modified
where Status (*) equals ImplementedORClosed (Info will be send!)OROn holdORCanceledORRejected
SC status closed when RFC status closed (Update Data)
Service call;Note set to Closed because related Change was closed;
Service call;Actual Closed set to (Current date);
Service call;Closure code set to Solved; Service call;Status set to Closed

Greets,
Stefan
Pinion
HPE Expert

Re: Closing related tickets when a Change ticket is Closed

Try this,

When incident is created or modified
where Status (*) equals Closed
Update service call status (Update Data) Service call;Status set to Completed

This rule are on incident, and do the same thing with another item.

Hope this help
BR,
Krieng,.
-/\-
Mark O'Loughlin
Honored Contributor
Solution

Re: Closing related tickets when a Change ticket is Closed

Hi Amy,

I have rules and fields set up as above to do the following:

Change closed fires a DB rule to update the problem record and closes any service calls that are related to the change record directly. The problem record is updated and another Db rule fires to update and close the service calls related to the problem.

The extra step there is to have a rule of service calls related directly to a change.
Ben_202
Occasional Contributor

Re: Closing related tickets when a Change ticket is Closed

Hi

You have to be careful though with your process when you could end up with circular references.
This is when you have one ticket that is related to multiple others which in turn have relationships to multiple others. You have no control of these relationships these tickets hold therefore it's possible to end up with modifying items that you don't mean to.

Regards
Ben
amykoh
Senior Member

Re: Closing related tickets when a Change ticket is Closed

Hi all,

I'm actually trying Mark's method of each item having to trigger a db rule.

When Change closes, Problem closes as well, when Problem closes, Service Calls should close too. But somehow Service Calls doesnt seem to close.

In order to close a SC, Closure Code, Solution must be filled.

The db rule i created in Problem DB Rule:

When Problem is created or modified;
Where Status = Closed;
(Update Data) ServiceCall;Status set to Close;
(Update Data) ServiceCall;Closure Code set to Solved;
(Update Data) ServiceCall;Solution set to Closed by Change Request;

But the SC doesnt get closed. Any ideas?..Did I miss something out in the rule?

Thanks,
Amy
Mark O'Loughlin
Honored Contributor

Re: Closing related tickets when a Change ticket is Closed

Hi Amy,

remove (Update Data) ServiceCall;Status set to Close;

and then recreate it to be the very last update in the rule. This should work as you want to fill all the required fields first and then set the status to closed last.
amykoh
Senior Member

Re: Closing related tickets when a Change ticket is Closed

Hi Mark,

Thanks for the quick reply. It was actually another required field, Actual Finish.

Thanks.

Amy
Mark O'Loughlin
Honored Contributor

Re: Closing related tickets when a Change ticket is Closed

Hi Amy,

thats good news - hope it all works. All points are apreciated.
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