When linking closed child tickets to an open problem, Do not re-open child records

Question

As the title suggests, is there a way to avoid re-opening old, closed tickets when linking to an open Problem record?

We have instances where we are fixing individual customer facing tickets and closing them off, however when we identify trends and pinpoint problems occurring, linking older instances of tickets as evidence is causing them to re-open.

I don’t see any options to control this via ‘SR Status Settings’.

My alternative approach to this is to simply create custom fields for parent/child to avoid it, but i’d like to check here to see if I’m overlooking something first.

SysAid Copilot · Answer

Hi there,SysAid Copilot is here with our AI Magic! Here is the response we thought might assist you: You’re not overlooking a setting—parent/child links inherit the parent’s status logic. Linking a closed SR as a child to an open Problem can reopen or change its status, and there’s no built-in switch in SR Status Settings to prevent that across record types.Workarounds:- Use Related Items instead of Parent–Child. This keeps a logical link without status propagation.- If you must show hierarchy, add custom fields (e.g., “Problem reference”) and avoid the Parent ID/Child SRs fields for already-closed records.- If you still need parent–child, link only open SRs as children; keep closed ones as Related Items.If you want automation (e.g., “never change status of closed child when linked”), it would require a customization/automation rule. If you want help designing that, open a Service Record and we’ll review your exact workflow. Love the experience? You can enjoy the full power of SysAid Copilot and reduce your team workload starting today - check it by yourself

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