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How to prevent users from completing main tickets when sub tickets remain open?

Hi,

I was going through the scoping questions for service and there was a question -'Do you want to prevent users from completing main tickets when sub tickets remain open?'

Can anyone explain this feature

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1 Answer

  • Best Answer
    May 03, 2017 at 02:38 PM

    Hello Ruchika,

    If you check/scope the question :"Do you want to prevent users from completing main
    tickets when subtickets remain open?"

    1.Suppose there is Customer Support Ticket "ABC" for which there exist sub-ticket(e.g. "LMN")
    under 'Sub-Tickets' facet of main ticket "ABC".

    2.Assume the status of sub ticket "LNM" is Open .

    Result :It will not allow you to set Ticket "ABC" to be 'Completed'.

    This is usage of mention scoping question.Kindly set post as answered if this answered your query.

    Best Regards,
    Ankush .

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