I've seen where people have created a macro that stops Analysts from closing parents with open children. I'm looking for something similar, but have yet to find it.
I'm trying to create a way to stop Analysts from closing children Incidents on accident from a Parent Request or Incident.
So I have tier 1 staff who close Parent or children Requests all the time. However, we create Incidents as children of Parent Requests who are the first to report a problem. Tier 2 staff normally work these Incidents to completion, but we don't want Incidents to be closed automatically as Tier 2 could lose them and it would make their job harder.
Does anyone know of a way (without transitional statuses, just does not work for our multifaceted support) to stop an Analyst from closing a Parent Request where an open child Incident is attached. Either a macro on the close event, or Spel code would work too.
Unable to figure this one out on my own. Anyone have any suggestions?
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