Before
Teams likely had to identify child tickets after closing a parent ticket, update each child individually, and repeat the search for deeper child relationships. They also had to send a confirmation for review and separately record the resulting ticket status in an Excel table.
How it works
- Receive the closed-ticket event and retrieve the ticket details from ServiceNow.
- Check for child tickets, close them individually, and continue checking for further descendants when they exist.
- Send a confirmation to the Security Teams, wait for approval, and conditionally record the ticket status in Excel.
Workflow details
- Trigger and retrieval: The workflow starts when data is received through a webhook after a ticket has been closed, then retrieves information about that closed ticket from ServiceNow.
- Child-ticket decision: It checks whether the closed ticket has child tickets. If none exist, the workflow completes without performing child-ticket updates.
- Cascade processing: When child tickets are found, the workflow processes them one at a time, closes each child ticket, and checks whether additional child tickets require the same treatment.
- Confirmation and approval: After the child-ticket processing stage, the workflow sends a confirmation message to the Security Teams and waits for approval before continuing.
- Status recording: If the update condition is satisfied, the workflow updates the ticket information in an Excel table; otherwise, it completes without that table update.
What changed
Child-ticket closure and cascade checks now begin automatically from the closed-ticket event. The Security Teams receive a confirmation for approval, and the Excel status update occurs through a defined conditional handoff instead of a separate manual update.
Work removed
Manually finding child tickets, closing each child ticket one by one, checking for additional descendant tickets, sending the confirmation to the Security Teams, waiting for the approval handoff, and copying the resulting status into an Excel table.
Expected outcome
For a ticket with child records, the workflow can remove at least one manual closure update per child ticket, plus the recurring manual cascade check and spreadsheet status update.
