> ## Documentation Index
> Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Relation rules

> Learn how to configure relation rules to automate behavior on request creation and closure based on parent-child relationships in SuperOffice Service.

Relation rules define automatic behaviors that apply when requests are created or closed, based on parent-child relationships between specific request types. They let you enforce consistency in your support process - for example, blocking a parent request from being closed until all its children are resolved, or prompting agents to close related requests together.

<Note>
  Rules trigger automatic actions in the request user interface only. API and CRMScript operations are not affected.
</Note>

## What is a relation rule?

A relation rule consists of:

* **Condition:** which request types the rule applies to (source and target).
* **Behaviors:** what happens automatically when matched requests are created or closed.

## Where to find relation rules

In Settings and maintenance, select **Requests** in the navigator and go to the **Relation rules** tab.

![Settings and maintenance, Relation rules -screenshot][img1]

<Note>
  If this option is not visible, you have insufficient rights for this function. Contact your system administrator for more information.
</Note>

## Settings

### Condition

| Field         | Description                          |
| ------------- | ------------------------------------ |
| From (source) | One or more source request types.    |
| Relation      | The relation type (Parent or Child). |
| To (target)   | One or more target request types.    |

The summary line below the condition confirms the full scope of the rule in plain language. A warning is shown if the condition overlaps with an existing rule.

### Behavior: On creation

| Option                       | Description                                                                                                                                                        |
| ---------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Require parent to be set** | Prevents saving a new request unless a parent is specified. Only applies if the **Parent** field has been added to the Request screen in the [Screen Designer][3]. |

### Behavior: On close

| Option                                                             | Description                                                                                                                                  |
| ------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------- |
| **Prevent parent closure until all child requests are closed**     | Blocks the parent from being closed while any child request is still open.                                                                   |
| **Offer to close parent when all child requests are closed**       | When the last child is closed, the agent is prompted to also close the parent.                                                               |
| **Offer to close children and send message when parent is closed** | When the parent is closed, the agent is prompted to close all open child requests and add a reply message to each, sent to their recipients. |

## Add relation rule

1. In Settings and maintenance, select **Requests** in the navigator and go to the **Relation rules** tab.

2. Click the **Add** button.

   ![Add relation rule -screenshot][img2]

3. Enter a **Rule name** and optionally a **Description**.

4. In the **Condition** section, select the **Relation** type, then select one or more request types in the **From (source)** and **To (target)** fields. The summary line below the condition confirms what the rule will apply to.

   <Note>
     If the condition overlaps with an existing rule, a conflict warning is displayed. Adjust the request types to resolve it before saving.
   </Note>

5. In the **Behavior** section, check the options you want to enable for **On creation** and **On close**.

6. Click **Save**.

## Edit relation rule

1. In the **Relation rules** tab, click the rule in the list on the left.

2. Make your changes.

3. Click **Save**.

## Delete relation rule

1. In the **Relation rules** tab, select the rule in the list on the left.

2. Click the **Delete** button at the bottom of the list.

## Example: Incident management

A major service outage generates multiple individual problem reports from affected customers. Each customer report is registered as a child request linked to a shared incident as the parent.

* **Prevent parent closure until all child requests are closed:** keeps the incident open until every problem report has been handled, ensuring nothing is overlooked.

* **Offer to close parent when all child requests are closed:** when the last problem report is resolved, the agent is prompted to close the incident.

* **Offer to close children and send message when parent is closed:** when the incident is resolved, the agent can close all remaining child requests at once and reply to each affected customer directly, informing them the issue has been fixed.

[3]: ../../customization/screen-designer/admin/index

[img1]: /media/loc/en/request/relation-rules.png

[img2]: /media/loc/en/request/add-relation-rule.png


## Related topics

- [Request relations](/en/request/learn/request-relations.md)
- [Request types](/en/request/admin/type/index.md)