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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

Just had this bite us - I turned off the Ticket Closure rules because I had people wanting to Close the ‘Parent Tickets’ but still keep the ‘Child Tickets’ open - dug through a bunch of automations and found nothing. Seems this is “intentional”

Setting Parent Ticket to Resolved is fine, but we have an automation that moves Resolved to Close after x days, and when it moved to Closed = Closed Child Ticket.

 

Dead Freshservice - this is not how I want “child tickets” to work. In fact, the whole “Related Tickets” areas is severely messed up. I should be able to add Incidents to Requests and vice-versa, with relationships of “caused by” or “caused” and they should not need to be ‘Open’ or Force Closure - ugh, what a mess. We’ve all but given up using Child Tickets anyway, because of really broken processes that are hard-coded in like this. 

Menarik sekali topiknya! Kami juga pernah mengalami kasus serupa saat mengatur otomatisasi tiket, terutama soal status antara parent dan child ticket. Kadang logika penutupan otomatis bisa bentrok dengan workflow manual. Untuk memastikan hasil yang konsisten, saya biasanya menggunakan alat produktivitas online tambahan untuk melacak dependensi antar tiket sebelum menutup parent ticket. Semoga sistem barunya nanti bisa lebih fleksibel!

Menarik sekali topiknya! Kami juga pernah mengalami kasus serupa saat mengatur otomatisasi tiket, terutama soal status antara parent dan child ticket. Kadang logika penutupan otomatis bisa bentrok dengan workflow manual. Untuk memastikan hasil yang konsisten, saya biasanya menggunakan alat online tambahan untuk melacak dependensi antar tiket sebelum menutup parent ticket. Semoga sistem barunya nanti bisa lebih fleksibel!

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