Skip to main content
  • EN

How is everyone closing the parent ticket of the Offboarding Modules children tickets?  

We currently have a bunch of parent tickets open that stay in the open state even though all the children tickets are closed.  This parent ticket and it’s children tickets are created automatically by the offboarding module when someone offboards.  I can’t find any settings to make the parent ticket auto close (realistically it’s a place holder) and if I look at using a workflow automator everything looks like i would have to create a un-necessarily complex automator to do this.

Offboarding module showing all child tickets closed.
Parent Ticket stuck in open - how do you autoclose?

 

bump

Hi, 

I suppose the question would be, do you even need that ticket create if you are not actively using it for anything?

I’m not using onboarding or offboarding modules currently, but do have a few processes that have child tickets branching off a parent ticket that is not actively monitored by anyone. We were using the parent-child sync app and it wasn’t the most reliable app. After having to audit a lot of parent tickets a few times I created an unecessarily complex workflow.

Link to the app

https://www.freshworks.com/apps/parent-child_synchronization/

@mattpayneRJ the system auto creates the parent ticket and ties all the children ticket to it, I don’t have any control over it.

@David Pietrs thank you for the solution, we tried that app originally and even ended up talking to the developers, it doesn’t work on service requests or the offboarding module it is only for incidents and they do not have it on the road map to expand to service requests or the offboarding/onboarding module.

We have created a separate Group “Onboard/Offboard Parent” and have the Parent Ticket for both “Onboarding” and “Offboarding” assigned to the Group. 

Our Support Center manages this group along with their main Support Center group; however, it does allow them to keep their regular Tickets apart from the Onboard/Offboard Parent Tickets by using the “Groups” filter option.  They also use a Widget on the Dashboard which separates out the Group ownership view.

It’s not overly efficient; however, Freshservice does not currently have loop-back logic where once all Child Tasks are Completed then Resolve the Parent Ticket.

Hi Everyone,

 

The Parent-Child Sync app works with Incidents and Service Requests.

 

It may not function correctly if the mandatory fields in the parent ticket are not filled. If any field designated as mandatory for ticket creation or closure and if it's left empty, the parent ticket will not be closed when the child tickets are closed.


Could you please check for any mandatory fields that might prevent closure of parent tickets?

 

Janani Prasanthini || Freshworks Community

Terms of Use