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Will a Helpdesk rule close a parent incident automatically if all child/linked incidents are closed?

Created: 29 Jun 2006 • Updated: 11 Mar 2009 • 3 comments
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Q:
I have frequently needed a Helpdesk Solution rule that will close a parent incident automatically if all child or linked incidents are closed. Or, perhaps, a rule that will change the status of a parent incident to the same status of its child incidents, if the status of all child incidents is the same. Does this possibility exist?

A:
Helpdesk version 6.0.292 (SP3) and above has this ability. A sample automation rule called "Push Status to Parent" is found under Admin > Automation Rules > List Automation Rules

Note: Child incidents need to have their "Link Type" set to 200 as described in the comment of the sample rule.

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David Ekstrom's picture

Can you share the code for the automation rule that does this? I have a parent incident that I want closed, only if all the child incidents are closed.

Also, in reference to setting the "Link Type", is that set by default?

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Greg Giles's picture

In the Helpdesk Solution, you can review the syntax by going to Admin > Automation Rules > View Automation Rules

The comment of the rule also helps to explain how the out of box rule works:

This rule will change the status of the parent of this incident when: 1) it has a Parent Link Type of "Push Status", and 2) all sibling incidents with "Push Status" are reporting the same status, and 3) Status is changing.

The link type can be preset using automation rules. For example, if a parent ticket creates children tickets, part of the creation process can be to set the link type to 200.

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David Ekstrom's picture

Thanks! I did review the rule, but it's a bit confusing. I was looking for a place to set the parent's link type to "Push Status". I realize now that it's just the children that have that link type. I think I got it to work now.

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