Our IT department handles access to numerous servers/systems. When an employee is hired/terminated - we receive a special ticket (subject begins with text 'Security Request') with a list of all systems that are involved. That ticket is then split to have a child ticket for each system impacted. The parent ticket is then set to Pending for 1 week. When the reminder is received, the ticket is checked to see if all child tickets are c losed. If so, the parent is closed. If not, Pending is set another week in advance.
I would like to create a Generic Task to perform this function. It should:
1) Check for all tickets that:
** Subject begins with 'Security Request'
** State is Pending
** Has child tickets
2) Check state of child tickets
3) If all child tickets are closed, close the parent ticket with Note: 'Action completed'.
4) Send notification to manager(s) the request has been completed with link to parent ticket
Any ideas/suggestions as to how this could be done would be greatly appreciated.
Generic Task: Close parent ticket based on child states?
Moderator: crythias