Will a Helpdesk rule close a parent incident automatically if all child/linked incidents are closed?
Updated: 11 Mar 2009 | 3 comments
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.
blog entry Filed Under:
About Endpoint Management Community Blog
The Endpoint Management Community Blog is the perfect place to share short, timely insights including product tips, news and other information relevant to the Endpoint Management community. Any authenticated Connect member can contribute to this blog. Filter by:
Blog Tags
Configuring Altiris Client Management Suite Altiris Deployment Solution Symantec Management Platform (Notification Server) Wise Packaging Basics Altiris Server Management Suite Best Practice Compatibility Tip/How to Helpdesk Solution Altiris IT Asset Management Installing Workflow Solution Ghost Solution Suite Windows Reporting Performance Upgrade Features ServiceDesk 7.x Database Agents Dell Management Products
Comments
Can you share the code for
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?
Syntax Exposed in Rule
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.
Thanks! I did review the
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.
Would you like to reply?
Login or Register to post your comment.