Skip to main content
Visit Freshworks.com Visit Freshworks

When an (incident) ticket is closed, the linked tasks are also automatically set to "closed." As far as I know, this is hardcoded. Is there any way to bypass this?

Use case: We often receive incident tickets where the necessary changes or actions only need to be executed in a few months. In such cases, we create a task with a due date and receive a notification when the due date is reached, so we can reopen the ticket and address it. However, this doesn’t work as the task is marked as "completed" when the ticket is closed.

We don’t want to leave the ticket open for months, as no actions are needed in the meantime.

I haven’t found a solution through flow automation. Does anyone have an idea or alternative suggestion (e.g., working with a calendar)?

Hi.

Not sure it this is actually feasible, but what about using Orch creating a Scheduled Task on the Orch Integration server to create a ticket at a later date with the given data? This way, as for an Auditing perspective, would make more sense to have a ticket / task run later (when needed) that one after the parent ticket is already closed.

 

Regards,

Reply


Terms of Use