Prevent Child Ticket from Closing Parent

We are using parent and child tickets across a couple of queues for our onboarding and offboarding process. We would like to prevent the child ticket from closing the parent ticket, so that the parent ticket can manually be closed upon review. Ideally, we would like to accomplish this without an additional child ticket for the review process. Has anyone been able to accomplish something similar? Any assistance would be greatly appreciated!

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Answers (3)

Answer Summary:
Posted by: Hobbsy 1 month ago
Red Belt

This setting needs to be done when creating the process itself. I seem to remember trying to change the setting once the process was saved and was unable to, so I would suggest you build a test process and identify where the setting is and then recreate your process with the setting how you need it.

Posted by: abryantfsb 1 month ago
White Belt

Thank you for this information. I created a new process, but didn't see a setting to prevent the child ticket from closing the parent. I did find the following on the 'Publish' step for the process. It looks like this may just be expected behavior. Unless I missed something?


Posted by: barchetta 1 month ago
Third Degree Brown Belt

Top Answer

This is a new feature in 12.1.  Also be advised, there is a known vulnerability fixed with 12.1 and also a hotfix for 12. and 11.


  • Perfect! Thanks for your help! - abryantfsb 1 month ago

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