3 Replies Latest reply on Sep 15, 2020 10:24 AM by Vern Meyer

    Master tickets can be closed even with open Subtasks

    Steve O'Leary
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      So, the official documentation mentions that a Master ticket can't be Closed until all Subtasks are closed. Does this require the implementation of a Business Rule or is this supposed to work out-of-the-box? I ask because I created a Master/Subtask series of tickets - one Master and several Task records (two forms Service Request is the Master and a Task form stores the subtasks). Yet, I can Resolve and Close the Master ticket even though Tasks are still open.

        • 1. Re: Master tickets can be closed even with open Subtasks
          Steve O'Leary

          Note: this is the article: Master Tickets and subtasks - Documentation for BMC FootPrints Service Core 12.1 - BMC Documentation

           

          Quote:

          Before a Master Ticket can be closed, the subtasks must be completed

          This is where it mentions that all subtasks must be completed before a Master Ticket can be closed.

          • 2. Re: Master tickets can be closed even with open Subtasks
            Natalia Vivas

            Before a Master Ticket can be closed, the subtasks must be completed. Business rules can be configured to either:

             

            • Close the Master Ticket automatically
            • Notify all individuals who are assigned to the Master Ticket that the subtasks have been closed and the Master Ticket is now ready to be closed manually.

             

            For example, numerous tasks must be accomplished when a new hire is performed. A Master task could be created for this purpose with several subtask tickets, such as acquiring a telephone or adding the new hire as a user to the network. When the subtasks are completed, the Master Ticket could be closed.

             

            Also, subtask tickets can be created individually and then linked to a Master Ticket.

             

            You will still need to create 2 rules:

             

            1. To notify that master assignee that all subtasks were closed and that they can close the master.

            Trigger: After Save on Edit

            Criteria: Ticket Type equals Master

            AND

            Criteria: Status = not closed

            AND

            Criteria: Generic Linking "any" Master/Subtask:Subtask

            -Criteria: Status equal to Closed

            Action: send email to Master assignee that they can close the master manually

             

            2. Create a rule to send email to subtask assignee to complete/close the subtask.

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            • 3. Re: Master tickets can be closed even with open Subtasks
              Vern Meyer

              Steve O'Leary wrote:

               

              Note: this is the article: Master Tickets and subtasks - Documentation for BMC FootPrints Service Core 12.1 - BMC Documentation

               

              Quote:

              Before a Master Ticket can be closed, the subtasks must be completed

              This is where it mentions that all subtasks must be completed before a Master Ticket can be closed.

               

              This depends on your workflow and workflow permissions. If your workflow allows a path from your active status to complete/closed, and permissions allow it, anyone can move that ticket forward.

               

              If you do not want anyone to close the master, you'll need to disallow it in the workflow permissions.

               

              The bigger question is do you need your tickets to be able to dynamically change from Master to sub to standard, that's a little more complicated.