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

May 03, 2017 at 11:34 AM

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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
Ankush Pashine
May 03, 2017 at 02:38 PM
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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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