Forum GLPI-Project

GoempieK

Member

Registered: 2016-07-01

Posts: 72

closing incident ticket after solving problem

I was under the impression that when you link incident ticket to a problem.
That once you resolve the problem and close the problem the related tickets would also be closed.

Is this the way it should work or did i make a configuration error?

Thanks

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: closing incident ticket after solving problem

A ticket can be linked to several problems. So the ticket will never be closed in the same time of the problem

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

mklimasz

Member

Registered: 2017-12-14

Posts: 82

Re: closing incident ticket after solving problem

Hi

Sorry for returning to this subject, but we stumbled upon similar idea / issue...

Following ITIL principles, automation between Incident and Problem is encouraged, thus the idea of automatic closing of Tickets when corresponding Problem is set to Solved appears aligned with those principles. Of course this is only true, when there is 1:1 relationship, otherwise it would be irresponsible to automatically solve / close the Tickets that relate to multiple Problems...

My question is - is it worth further exploration / opening a Feature Request?

Bests,
Michal