Level: Major

Purpose: Notify operations that is a grand child ticket is on the system.

Scenario: Grand child tickets prevent a user from moving a ticket to a new state. Issue occurs occasionally when automated system and a user parent a ticket at the exact same time.

Resolution: Run the “Grand Child Tickets” report which gives you a query to run to resolve the issue.

Manual Action Steps: Query to check for grand child tickets. <code> SELECT pt.id AS child_id, pt.parent_id AS parent_id, gc.id AS grand_child_id, gc.parent_id AS grand_child_parent_id FROM ticketer.ticket pt JOIN ticketer.ticket gc ON gc.parent_id = pt.id WHERE pt.parent_id IS NOT NULL; </code> From the query above take the child_id value and set the parent_id to null <code>update ticketer.ticket set parent_id = NULL where id = <child_id>;</code>

Just execute the below query:

update ticketer.ticket set parent_id = NULL where id in (select * from (SELECT
  pt.id AS child_id
FROM
  ticketer.ticket pt
JOIN ticketer.ticket gc ON
  gc.parent_id = pt.id
WHERE
  pt.parent_id IS NOT NULL) a);

Auto Clear: Will clear when there are no grand child tickets on system.