Service Desk "Also close parent ticket" check box set to unchecked by default

With version 11 came this options that if you are closing the last child ticket the system will default to also close the parent ticket. Is there a way to default this check box to be unchecked?


In our process the service desk holds the parent ticket and they do follow up with the end user after an issue has been escalated and resolved, but often the analyst will forget to uncheck that when they are closing their ticket and also close the parent and the service desk will lose visibility of this ticket. 

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Answers (1)

Posted by: Hobbsy 2 years ago
Red Belt

Without looking at the database, my guess is there is a field that will contain a 1 if the box is ticked and vice versa, so I would suggest that you need to work out in what circumstance you need the box unchecked, what data will then trigger the ticket rule and then write a ticket rule to set the value in that field to 0 and untick the box

  • It's not about setting the value, it's about defaulting that to unchecked prior to saving the ticket. The ticket rule would not be triggered until after the ticket is saved at which point the value of the field would not matter since the parent ticket would be closed already. - Soloman007 2 years ago
    • Hi Soloman007. Did you find a solution to this problem? I also have the exact same Issue. I need the option UNCHECKED. - akmagnum 2 years ago

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