How to avoid surveys sent for child tickets after closing parent ones? (ConnectWise Manage)

If you close tickets manually

There's a way to avoid surveys being sent out for child tickets when parent tickets are closed. Please read on for details.

When closing a parent ticket, ConnectWise Manage shows a pop-up that asks you to detach or close the child tickets. And your options have to do with your ConnectWise Manage settings regarding statuses. There are a couple of things that come into play: 1) which board(s) the child tickets were in when you bundled them 2) what statuses exist in those boards.

Our recommendation is the following: create a status in each board you have and give it a name like e.g. "Child Ticket Closed", and set it up to close the ticket (tick "Closed") without ticking the "external notifications" box. And then each time you close a parent ticket and are prompted to close or detach the child tickets, choose the "Child Ticket Closed" among the status options for each child ticket.

The result is closed child tickets without any notification/email to the contacts of the child tickets.

If you use workflows to close tickets

In a nutshell, this solution requires you to create a ticket custom field, which we'll then use as a trigger condition to help your existing workflow to exclude child tickets.

Here's a step-by-step to only exclude child tickets from a workflow: 

• Create a ticket custom field under: Setup Tables > Custom Fields > Ticket > Click (+) next to Custom Fields
• Name it "Child Ticket?" or another name
• Under Field Type, select Checkbox and make sure the Display on Screen? box is checked
• Include all the Locations and Departments that you'd like included i.e. the custom field will show up on the tickets in those locations and departments
• Now that you have the custom field, whenever you bundle tickets, make sure you tick the Child Ticket? box for the child tickets. It will be displayed in the Ticket screen under Ticket #number (I've attached a screenshot)
• In your existing workflow, you have to add another workflow event with the operator AND: Child Ticket? is false