stop closing related service calls when problem closed
Hi, I currently have the following database rule which closes related service calls when a problem is resolved:
When problem is created or modified where Status (*) equals ResolvedORProblem ReviewORClosed AND NOT (Updated Related Service Calls equals Yes) Set Related Service Calls to "Resolved - Call Customer" (Update Data) Service call;Solution set to [Solution]; Service call;Status set to Resolved - Call Customer, Record that Related Service Calls Updated (Update Data) Updated Related Service Calls set to true
My issue is that if some of these related service calls are already closed, they are re-opened with the status set back to 'resolved - call customer'.
I was wondering if there is a way i can edit that rule so that it firstly checks if a service call is already closed, and if so, then it wont update it (i couldnt see any service call fields to select from when creating the condition in the rule)
Re: stop closing related service calls when problem closed
HI Modefy the Rule and remove from "Status set to Resolved - Call Customer" and select another field, example Source ID and set in Source ID word "close by change", set in Rule. But create DB Rule in SC when Source ID is set and Solution not empty Set Status to Resolved - Call Customer.