Push status to Child is not working

Article:TECH122244  |  Created: 2010-03-02  |  Updated: 2010-03-03  |  Article URL http://www.symantec.com/docs/TECH122244
Article Type
Technical Solution

Issue



Pairs of incidents in Helpdesk are linked; one incident is a parent, the other incident is a child.When the parent is closed, the child should close using the out of the box rules configuration. However, the child incident does not close.

Environment



Helpdesk Solution

Cause



A validation rule requiring a comment to be added before a save could be performed is blocking the changes to the child incident.

Solution



Edit the validation rule to include the following in the When clause:

"Modified by rule" is not equal to "Push Status to Children"  and saved the rule.

Also, set "Inherit Status" to be the default link type by going to Admin > Lookups  and clicking on Link type.

Test the rule again to determine if the changes resolve the issue.


Legacy ID



51747


Article URL http://www.symantec.com/docs/TECH122244


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