How can I force the resolution code and resolution method to be propagated from a parent ticket to its child tickets?

Article Id: 49441
Status: Published
Updated On: 14-02-2018 07:59
Legacy Id: TEC574944
Products:
CA IT Asset Manager , CA Software Asset Manager (CA SAM) , ASSET PORTFOLIO MGMT- SERVER , SUPPORT AUTOMATION- SERVER , CA Service Desk Manager - Unified Self Service , KNOWLEDGE TOOLS , CA Service Management - Asset Portfolio Management , CA Service Management - Service Desk Manager
Issue/Introduction:

There are two options in the Options Manager, under Request Mgr, that control whether the resolution code and method will be propagated from a parent ticket to it's children.

These options are:

  • force_resolution_code

  • force_resolution_method

Install these options and recycle the Service Desk Manager services.

When the resolution code and method values are updated in the parent ticket, they will now be propagated from parent tickets to their children.

Further information is available from the Online Help for these options.

Environment:

Release:
Component: ARGIS