When I close a change it doesn't closed related tickets, only problems, however problems are not always a reason for changes, for instance we have a process for requesting feature request in our ECM systems, this is not a problem it is a service request type.
this is cumbersome as we then have to go through each associated ticket and close it manually.
this has been a major thorn in our side since we are pushing to be more inline with ITIL practices... any update or workaround for us?
We also do Feature Requests to Changes workflow. I recall this may not be 100% ITIL when I researched before but I do agree this that if a Service Request is linked to a change due to being a new feature you should have an option to close the related tickets with a summary of what was completed on the change.
I don't understand why associated problems can be closed automatically when a change is closed but incidents can't.
Please can this function be added asap?
Any Updates on this??