strange parent/child relationship

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strange parent/child relationship

Forum Index » Helpdesk

Author

Message

17/03/2011 05:33:14

Subject: strange parent/child relationship

cal
SysAider

SysAider from release 7

Joined: 06/07/2010
Messages: 11
Offline

Hi

i create a parent SR, then a number of child SRs beneath it.

Normally i would expect that the status of the parent would depend on the child tasks i.e.
* child SRs can be any status i.e. open/pending/closed
* all child SRs can be closed before parent can be closed

instead what i find is that:
* child tasks must have the exact same status as the parent

this is not very useful.
Is there any way to change it so that the status of the parent depends on the child tasks as in the first example?

Cheers

17/03/2011 09:00:31

Subject: Re:strange parent/child relationship

Inna
SysAid Customer Relations

Joined: 24/06/2010
Messages: 745
Offline

Dear cal,

It exactly how it works in 7.5.05 the status and the solution populates from the Parent Service Requests to a chiled.

thanks Inna

17/03/2011 09:23:29

Subject: Re:strange parent/child relationship

cal
SysAider

SysAider from release 7

Joined: 06/07/2010
Messages: 11
Offline

this is not at all useful.
Can we change it?

22/03/2011 07:28:34

Subject: Re:strange parent/child relationship

Inna
SysAid Customer Relations

Joined: 24/06/2010
Messages: 745
Offline

Dear cal,

This is the main purpose of parent/child request if it won't work this way so there is no need in this.

Can you tell me please what do you try to achieve by parent/Child please ?

Thanks Inna

22/03/2011 07:33:12

Subject: Re:strange parent/child relationship

cal
SysAider

SysAider from release 7

Joined: 06/07/2010
Messages: 11
Offline

Hi Inna,

The type of behaviour i'm expecting (and this is how it seems to work in every other helpdesk software i've used) is basically that:
the parent SR status depends on the status of all child SRs.

i.e. for the parent to be closed, all child SRs must be closed.

Cheers,

Calvin

22/03/2011 08:49:38

Subject: Re:strange parent/child relationship

Inna
SysAid Customer Relations

Joined: 24/06/2010
Messages: 745
Offline

So it exactly how it works in 7.5.05 the status and the solution populates from the Parent Service Requests to a child.

thanks Inna

22/03/2011 10:13:17

Subject: Re:strange parent/child relationship

cal
SysAider

SysAider from release 7

Joined: 06/07/2010
Messages: 11
Offline

Hey Inna,

thanks for your help on this - sysaid is just not setup the way i'd like it to be. oh well.
funny that nobody else has had a problem with this

22/03/2011 10:24:09

Subject: Re:strange parent/child relationship

Inna
SysAid Customer Relations

Joined: 24/06/2010
Messages: 745
Offline

Dear cal,

It is working exactly like it should

there is Parent Service Request with status and solution and all the child is taking this status and solution it is the definition of Parent Child the parent always should influence the Child not only in SysAid but every where this is the purpose of this feature .

Thanks Inna.

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