02-04-2014 09:15 PM
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.
02-04-2014 10:36 PM
02-04-2014 11:34 PM
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.
Assign Kudo, if found post useful and mark it accepted if solves the issue.
02-05-2014 03:33 PM - edited 02-05-2014 03:42 PM
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.