Resolve Incident only after Resolving the Related Problems (201 Views)
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Meethi
Posts: 25
Registered: ‎02-20-2012
Message 1 of 4 (201 Views)

Resolve Incident only after Resolving the Related Problems

Dear All,

 

We have a requirement such that the related Problem Tickets (1 or more) should be Resolved before Resolving the Parent Incident.

 

We tried doing this using queries, but we have a catch. We are using the Resolve "button" and not the problem.status field to Resolve the Incident Ticket.

 

Please suggest how to proceed.

 

Thanks in advance.

 

Regards,

Meethi

Honored Contributor
Vadim Gorda
Posts: 5,822
Registered: ‎11-10-2008
Message 2 of 4 (188 Views)

Re: Resolve Incident only after Resolving the Related Problems

Hello,

you wan to limit the Resolve button in the parent Incident? Whats is the option in the Incident which marks him as parent?

Honored Contributor
Piku
Posts: 4,071
Registered: ‎06-17-2010
Message 3 of 4 (182 Views)

Re: Resolve Incident only after Resolving the Related Problems

Hi,

As Vadim asked what is the criteria and process you are following to mark any incident as parent ?
You can hide the resolve button by calling a JS in condition filed of display option for parent incident.


hth,
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Honored Contributor
John Stagaman
Posts: 3,477
Registered: ‎07-13-2007
Message 4 of 4 (164 Views)

Re: Resolve Incident only after Resolving the Related Problems

[ Edited ]

You could run the query on initial display to check to see if any related active problems exist and set a variable: $rcExist=true if problems exist or $rcExist=false if none are present.

Then add and $rcExist=false to the Resolved button condition. 

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