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Disable the "Also close parent " field by default , in the Kace SMA child tickets


The below field is always enabled in the child tickets.

So I have to keep reminding the owners to uncheck this

field before closing tickets. Because The owner of the

parent tickets needs to do some verifications before closing on his side.

But some keep forgetting and this ends up closing both the 

parent and child ticket.

For the life of me, I can't find a way to keep this unchecked by default.

Any help ninjas?


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Answers (2)

Posted by: walkerl 1 year ago
Yellow Belt
0

Also seeking an answer

Posted by: jderby 11 months ago
White Belt
0

There are two settings in the Queue Configuration that you should consider changing.  You can make it so that the child ticket cannot close the parent ticket, or only the last child can do so.  In your case it sounds like you'd uncheck both boxes.

Allow parent ticket to close child ticketsAllow last child ticket to close parent ticket

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