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.

 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;

From the query above take the child_id value and set the parent_id to null

update ticketer.ticket set parent_id = NULL where id = <child_id>;

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