Defining rules to close Master Tickets when their subtasks are closed

When all subtask tickets associated to the same Master Ticket are completed, the Master Ticket can be closed automatically or an email can be sent to the assignees of the Master Ticket so they can close it. The following instructions explain how to close the Master Ticket automatically.

If you use the ITSM Business Process Template, this rule is created automatically in the Service Desk Incident item.

To define a rule for closing Master Tickets when their subtasks are closed

1. Open the item where you want to define the rule:
   1. Click the Administration tab.
   2. In the Workspaces section, click the name of the workspace or click Manage to open the Workspace Administration page. Then double-click the workspace.
   3. In the left pane, click Record Definitions.
      The Items page appears.
   4. Double-click the Ticket item that you want to modify.
      The Item details page appears.
2. In the left pane, click Business Rules.
3. Click New Business Rule and select After Save.
   The Rule Builder page appears.
4. In the Business Rule Name field, type a descriptive name for this rule.
5. (Optional) In the Description field, type a description that explains the purpose of this rule.
6. (Optional) In the State field, select Not active if this rule is not ready for use.
7. (Optional) In the Business Rule Schedule field, select any work schedule configured for this container.
8. In the Triggers section:
   1. Click Add New Trigger.
   2. In the first field, select On Linked Item Update.
   3. In the Link Type field, select  Master/Subtask : Subtask.
   4. Click Create.
9. In the Criteria section:
   1. Click Add New Condition.
   2. In the first field, select Generic Linking.
   3. In the Condition field, select Every.
   4. In the Link Type field, select Master/Subtask : Subtask.
   5. Under the first field (Generic Linking), click Add New Condition.
   6. In the first field, select Status.
   7. In the Condition field, select is equal to.
   8. In the Value field, select a Closed value.
   9. Click Create.
10. In the Actions section:
    
    1. Click Add New Action.
    2. In the Action  and Method fields, select Set field value.
    3. In the next field, select Status.
    4. In the Value field, select a Closed value.
    5. Click Create.
11. Click Save.

12. Publish the workspace to implement your changes:

    1. In the breadcrumb trail, click the Workspace link.
    2. Click Save and Publish.
       A confirmation message appears.
    3. Click Yes.
       The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Configuring business rules

Managing business rules

Deleting business rules