How does Close Ticket Tasks query work?

Hello, I've tried searching existing questions but cannot find one that exactly addresses an issue brought to me by one of our team members.

When resolving a ticket that has open tasks, we are presented with the query Close Ticket Tasks? The options being Yes or No.

 

What we have expected, when selecting No on the query is that the tasks are kept open and will still be visible to the responsible user within TDNext.

What we have been experiencing is that while the tasks retain their open status, they vanish from the responsible user's list of assignments.

Is this functioning as intended or are we missing something?

Where are open Tasks able to be accessed by their responsible user after a ticket is resolved?

Asked by Persephone McNair on Wed 4/20/22 3:13 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 4/22/22 3:04 PM

Hello Persephone,

When you say "they vanish from the responsible user's list of assignments", where precisely are those persons looking within TDX to attempt to locate their assignments?

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Hi Mark,

Either via My Assigned Ticket Tasks or My Assignments, on personal desktop or on My Work. - Persephone McNair Wed 4/27/22 1:04 PM
Ok Engineering confirms that we do hide those tasks there by design, because we filter out "unworkable" tickets, which means completed tickets' tasks are not included in the returned results. - Mark Sayers Wed 4/27/22 3:40 PM
All right, then am I understanding correctly that the intended purpose of leaving remaining tasks open on resolved tickets may be for tracking that said ticket was resolved without tasks being completed, rather than, allowing tasks to still be actioned after ticket resolution? - Persephone McNair Thu 4/28/22 11:44 AM
It could be for that purpose, yes. - Mark Sayers Thu 4/28/22 11:53 AM