Create another child ticket when 2 tickets are completed/closed

rbtarongoy

I want to know if we can create a ticket when 2 separate child tickets are closed/implemented?

Scenario: If a ticket is an Approval Process and is approved by CAB, WHD created 2 child tickets Sprint Build and Sprint Test. If both tickets are updated to Closed, UAT Ticket will be created automatically. If neither Sprint Build nor Sprint Test status is not yet updated to Closed. UAT Ticket will not be created.

jstinson1

You could do everything in your scenario with action rules and tasks except fire the UAT ticket when both tickets are closed.  If it was just one ticket to be closed, then the task could take care of that for you with the Generate Next Element option.

The action rule would not fire with a criteria of if its this request type, and this request type, and status closed, fire this task.  The action rules are looking for all their criteria at one time, so since you can only close one request at a time from a ticket update, that rule would never be true.  I did out of curiosity, try to bulk close two tickets to the status of close to see if the action rule would fire, and it did not.

You could add a custom field checkbox or a yes and no single choice on both tickets that asks if both tickets are closed. Then create an action rule that fires when the checkbox or yes is selected.  Since the tickets would be part of a  parent-child relationship, the tech would be able to see if the other ticket was closed while closing their ticket. The correct selection would fire the action rule and create the UAT ticket.

It's one extra step, but its better then creating a separate ticket, and all the tickets would be connected.