Start a new topic

Closing a Change should close related tickets

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. 


  • We go through the vetting process
  • We select a subset of the requests and create an associated change, 
  • We associate the related tickets to this change and plan the change accordingly
  • Finally once the change planning/testing/Approval portion is complete and we are ready for release we associate a release. 


  • Once we release the release is complete, the change is closed, but the associated tickets are left in whatever state they were already in. 


this is cumbersome as we then have to go through each associated ticket and close it manually.


1 person likes this idea

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?


1 person likes this

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.


2 people like this

Hi Freshservice.


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?


1 person likes this

Yes!


1 person likes this

Any Updates on this??

Login or Signup to post a comment
JS Bin