2535248 - Sub-Ticket Can Be Opened Despite Main Ticket Being Closed

You are able to create a sub-ticket for an already closed ticket although it is not possible to close a ticket if a sub-ticket is still open.

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open any Ticket with the status Closed.
4. Go to the Sub-Tickets facet.
5. Click New to create a new Ticket.

Result: The system allows you to create this ticket.

While you cannot close a ticket which has an open sub-ticket, it is possible to create a new ticket and relate it to a closed ticket. When there are open sub-tickets the system presumes that the main issue has not been solved due to the underlying sub-tickets not being confirmed - the presumption is that the issue is not solved. However, the system allows for you to create sub-tickets after you closed your main ticket and allows for you to carry on working on this issue.

This is expected system behaviour.

KBA , LOD-CRM-SRP , Service Request Processing , How To

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