if a user is inactive I need to close all tickets created by the user and also assigned to him someone help me with this requirement?

[kishor kumar3]

if a user is inactive I need to close all tickets created by the user and also assigned to him someone help me with this requirement? I need to write a business rule for this requirement

[Mark Manders]

Depending on the tables (ticket types) you use, please make sure you don't close tickets that still need working on. Some users can create tickets for others. If a user orders me a laptop and leaves the company, I still need my laptop. Closing the ticket because he created it, makes me wait for a long time.

And as Sumit already mentioned: just unassign the tickets he was assigned to (and just do this for the active ones!) Make sure your servicedesk is aware of this ruling, so they are not surprised if they suddenly have X unassigned tickets to answer. And with that: check your SLA conditions. I have seen customers starting the resolve SLA on assignment (assigned to is not empty) and cancellation conditions on 'start conditions don't match'. You could restart SLA's this way (retroactive start could resolve this).

If my answer helped you in any way, please then mark it as helpful.

Mark