How to Stop / Reject a Ticket Process from Child
My apologies if this has already been discussed, my googling wasn't turning up any results.
Has anybody created a custom ticket rule that will reject or end a ticket process from a Child ticket? I have found scripts that will close a parent if all child tickets are closed and this is working well. However I need a way to reject a process from a child ticket.
For example, in our on-boarding process, a stage 1 child ticket is for HR to run a background check. However, if the new hire doesn't pass their background check, I will have a status of Rejected. Then, if HR selects that status, I would like a custom rule to change the status of all other Stage 1 tickets as well as the Parent to Rejected and prevent any Stage 2 tickets from being created.
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A work around would be to have HR work a single ticket that is the background check. If they pass, you trigger the New Hire process, if they are rejected the single HR background check is closed. You could have a rule that sends you an email if they passed or not. This way you don't have a bunch of closed ticket in a process that were rejected. - nshah 7 years ago