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Are child tickets supposed to close when the parent ticket’s status moves to closed? Is there a way to keep this from happening?

We created an onboarding service item some time ago (before the onboarding module was available, something we will be moving to). We bundled other service items within this ticket, having them create child tickets when selected. 

We noticed recently that when the parent ticket’s status moves to closed, the child ticket, regardless of its status, automatically moves to closed as well. 

Our Closure Rules look to be set up correctly for service requests.

 

Is there a way to keep the child ticket open when a parent ticket is closed?

Did you ever get an answer to if this setting can be changed?

Did you get a response from Freshservice regarding this?

This does not happen in my environment. Attempting to close a Parent ticket that has any open Child tickets generates:

Within the tickets, under Activity, for both the Parent and the Child, does it say what actions are causing the Children to close?

 

Yes, the child ticket activity shows “System set status to closed”

  • Apparently this is intentional product behaviour.
  • Setting status to resolved does not cause this behaviour.

Was interested to see other peoples experiences / workarounds

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