Information regarding closure of child tickets

Document ID : KB000046364
Last Modified Date : 14/02/2018
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Summary:

There is a function that will control what happens to child tickets when a parent ticket is closed.  That function is the “leave_children_open” option in Options Manager.  When this option is installed, the closure of a parent ticket will not result in child tickets being closed.  This document discusses several key items of note to keep in mind when using this option.

Instructions: 

On whether this option can be selectively applied for certain cases and not for others:
It is not possible to have the option "leave_children_open" apply to only specific cases. The option's functionality is applied regardless of a given ticket’s elements, such as priority.

On applying a different status other than “Closed” towards child tickets:
It is not possible to specify a status other than Closed when a parent case closes out its children. The child cases will all set to a Close/Inactive state immediately.