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

[Former Member]

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

[AnkushPashine · Accepted solution]

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 .