Linked requests resolved with no owner / does it also resolve the linked request if it is on hold?

[Adrian Simpkins]

Hi All

I am just looking for some clarifications over resolving linked requests please.

Normally if its just a single request with no owner assigned the system will prevent the request from being resolved until someone is assigned. However, I have noted the scenario below, and just wanted clarification on how the system would handle this please:

- Parent request with an owner has child requests linked with no owner. Would selecting 'Resolve this request and all linked requests' override the setting where normally it would refuse resolution without an owner? I am presuming it does as I have 2 requests with parent / child requests without owners that were moved to resolved.

- Would resolving the parent request also resolve the child request if the child request is on hold?

Many thanks as always

Adrian

[Steve Giller]

21 minutes ago, Adrian Simpkins said:

Parent request with an owner has child requests linked with no owner. Would selecting 'Resolve this request and all linked requests' override the setting where normally it would refuse resolution without an owner?

No, the setting is honoured.

28 minutes ago, Adrian Simpkins said:

Would resolving the parent request also resolve the child request if the child request is on hold?

For me, the option to Resolve linked Requests is not shown when the Linked Request is on hold. (I do not have resolve as an option under app.com.hornbill.servicemanager.request.onHold.actions)

[Adrian Simpkins]

Thanks Steve - I will gather some examples and raise a ticket then as we are seeing linked requests with no owner being resolved by the parent, and child requests on hold being resolved via the same action.

Many thanks as always

[Steve Giller]

Do check the app.request.allowResolveCloseWithoutAnalyst setting first. If this is ON then all is as expected, and it's worth noting that these settings are for manual actions - if a Workflow sets a Request to Resolved, it will resolve.

[Adrian Simpkins]

Hi Steve - app.request.allowResolveCloseWithoutAnalyst is currently set to OFF - thanks