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

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Article ID: 49441

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Updated On:

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