Enforcing linked ticket when cancelling request as duplicate

[James Gallally]

Hello,

Is it possible to have it setup so that when an incident is canceled with the option of Duplicate it prompts you to link it to the duplicate incident or failing that wont let you save and cancel the ticket without it being linked? Currently I can close a ticket as duplicate and not have it linked to the originating duplicate ticket.

 

Thanks

James 

[Deen]

@James Gallally You could probably accomplish most of that by simply having a task in the business process that prompts the user to link to the original request if it is a duplicate, the process could also lock out the Cancel/Close options until the task is complete.

[James Gallally]

@Deen I assumed I could, however I am struggling to see what options I should be using. I've gone through Hornbill Automation -> Service Manager/Entity/Requests and then gone through all Types and their options - nothing jumps out at me. I can see that I can lock it by Access Control/Lock Actions, but that is as close as I have come. 

Thanks

[Deen]

@James Gallally You can set up a Hornbill Automation node similar to the following with the 'Lock Cancel Request' option set. 

You can then have a Human Task following it that prompts the user to link to the duplicate request.  Once complete this would then move onto another node similar to the above that then unlocks the Cancel option.

[James Gallally]

Thanks @Deen I apricate the reply