I've been working with Quest lately to figure out why our processes within our service desk queue allow the parent ticket in the process to close when all child tickets are closed.

This is a recent change for us and we can't figure out why. In recent past, the child tickets would be closed by assigned users and then the parent would remain open for our administrator to audit the process. We want to restore this function but are unsure how to do it.

Is there a custom ticket rule that someone could provide to help us achieve the desired result?

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  • I don't know. Idea for a workaround: add another child ticket to the process which is the "admin audit" task.
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