CASE CH-26186:

Adjustments are made in the closing by complementary ticket, now the complementary ticket will be verified according to the type of relationship that the cases have.

The complementary ticket will verify the two-way relationship, it will not be able to close the parent case if they have open child cases with a complementary relationship.

Admin Console

• Complementary relationship Click Service Desk / Relations and select the relationship(s) that you want to mark as a supplemental relationship.

• Status with default closure The behavior name of Complementary closure by Default Closure

Specialist console

• Parent Case Closure When you try to close a case that has open complementary relationships with child cases, the message The case cannot be closed, he has children with a complementary relationship, before you can close the case, you must first close all related child cases that have the Complementary relationship.

  

⚐ Note:
When you close the parent case by supplemental closure, it will be closed with the status that is marked with the behavior of Default Closure, if no model state is marked with this behavior, then the case will be closed with the first final state recorded that does not have the behavior Annulled.