Close Multiple associated Requests to Problem with one resolution
By following the below steps we can Copy one problem solution and workaround to all associated incidents
Instructions
1. Create a problem ticket.
2. Associate incidents to the problem to the ticket.
3. Under Admin>Problem Closure Rules you can set the below rules
4. In the problem request, you can add the Solutions and close the problem which will close all the requests with a solution attached to the resolution.
Please check the solution with few test requests or with UAT to verify if it had satisfied your requirements.
New to ADSelfService Plus?
Related Articles
How to automatically create multiple child requests from a parent request with a configurable JSON file (V3)
This is a sample Python script to automatically trigger the creation of multiple child requests from a parent request, based on the request template chosen. The request ID of the child requests will be added as a Note in the parent request. This is ...How to add Resolution and Close Requests using Custom Trigger (Python)
We can achieve it by using the custom trigger feature along with a python script. We can set a trigger based on which the script will execute, the script will add the resolution and set the status to 'Closed' You can modify the condition for the ...Script: Close associated changes when a request is closed
Use case: In many cases, the client never comes back to confirm the change. This means that the change remains opened indefinitely. When the ticket is closed it is logical that the change to be closed. No one is going to close a ticket unless the ...Query to show requests and its associations with Problems, Changes and Projects (MSSQL)
Working on Builds: 14500 and above Database: MSSQL SELECT wo.WORKORDERID AS "Request ID", pim.problemid "Associated Problem ID", icm.changeid "Associated Change ID", wtp.projectid "Associated Project ID", CASE WHEN (wo.is_catalog_template) = 'false' ...API call to fill the mandatory fields and close a request simultaneously
The "Close Request" API call is used to close a request. But to fill the mandatory fields if any and close a request simultaneously, the "Update Request" API call can be utilized. Example: To fill the mandatory fields like "Resolution" and "Priority" ...