Anyone have this issued ? I thinks if incident have relation with user request when incident change status to "Resolved" all user request must change to "Resolved" too.
cause How owner's request (service desk) to know about incident resolved?
Thank you.
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Yes, there is a mistake in the code which serves this part of functionality:
At the ../datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml at line 1469 where the OQL query is "SELECT UserRequest WHERE parent_request_id=:ticket" must be edited and be the following: "SELECT UserRequest WHERE parent_incident_id=:ticket". After that you need to run the toolkit "Update iTop Code" process to populate this change through the php files and everything works fine.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hi,
group user requests not automatic change to "resolved" when parent incident get "resolved"
Reference from : https://wiki.openitop.org/doku.php?id=2_0_2:datamodel:itop-request-mgmt
just same for group incident not automatic change to "resolved" when parent incident get "resolved"
Reference from : https://wiki.openitop.org/doku.php?id=2_0_2:datamodel:itop-incident-mgmt-itil&s[]=incident
Example on https://demo.combodo.com : itop full install : admin
R-000484
https://demo.combodo.com/full/pages/UI.php?operation=details&class=UserRequest&id=484&c[menu]=UserRequest%3AOpenRequests
Status : Assigned
Parent incident : I-000404
I-000404
https://demo.combodo.com/full/pages/UI.php?operation=details&class=Incident&id=404&c[menu]=Incident%3AOpenIncidents
Status : Resolved
Related : R-000484
Thank you.
Anyone have this issued ? I thinks if incident have relation with user request when incident change status to "Resolved" all user request must change to "Resolved" too.
cause How owner's request (service desk) to know about incident resolved?
Thank you.
Yes, there is a mistake in the code which serves this part of functionality:
At the ../datamodels/2.x/itop-incident-mgmt-itil/datamodel.itop-incident-mgmt-itil.xml at line 1469 where the OQL query is "SELECT UserRequest WHERE parent_request_id=:ticket" must be edited and be the following: "SELECT UserRequest WHERE parent_incident_id=:ticket". After that you need to run the toolkit "Update iTop Code" process to populate this change through the php files and everything works fine.