Synchronization of Parent and Child incident fields (Especially related records)

[GaominZ]

When I create a child ticket, will the items of parent ticket be passed down?
Especially  the items in "Related Records" tab

1 Problem
2 Change Request

3 Caused by chang

I've try it but it didnt work. Is there any way to Synchronize these items when I creat child ticket?
Please kindly answer with officail document, many thanks!

[Ankur Bawiskar]

@GaominZ 

there is no auto synchronization unless some OOB business rule etc does it.

You will have to do it as per your customer's requirement.

what's your exact business requirement?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @GaominZ 

Greetings!!

There is no out-of-the-box way to sync what you're looking for. However, you can use a Business Rule to update the child record. The related record is created separately, not as a child record, so nothing will be passed automatically. But you can write custom logic to sync it.

[Medi C]

Hello @GaominZ,

As suggested by @Dr Atul G- LNG  there is no OOTB way. If you are looking for a custom solution you can use an on before business rule on your parent table like:

(function executeRule(current, previous /*null when async*/) {

    // Query child records where the parent ID matches
    var childGR = new GlideRecord('child_table_name'); // Replace with actual child table name
    childGR.addQuery('parent', current.sys_id); // Assuming 'parent' is the reference field to parent table
    childGR.query();

    while (childGR.next()) {
        // Update child fields with parent values
        childGR.field_name1 = current.field_name1; // Replace with actual field names
        childGR.field_name2 = current.field_name2;
        childGR.field_name3 = current.field_name3;

        childGR.update(); // Save changes to the child record
    }

})(current, previous);

[Shivalika · Accepted solution]

Hello @GaominZ 

No, there is no such OOB for syncing, you can create a before insert BR rule on child tasks table. 

And in the Actions tabs - you can directly set values from parent to child like 

Change request is "same as" parent.change_request

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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