Add Child of Incidents to Problem tickets

[Cat]

Hi all,

We may attach a parent incident to a problem. Is there a way to add the list of child incidents to the problem? These are incidents where they are only attached to the parent - not the problem. Only the parent would be attached to the problem.

Thanks,

Cat

[Cat]

Thank you! I followed this, but it unfortunately didn't show any tickets in the new tab despite there being some attached to the parent.

I put it through CoPilot to see if it could help - it showed items but it listed every single incident if there was nothing in  "first reported by" or if the first reported was a request. I'm not to great with javascript yet - do you have any ideas? The copilot script is below

(function refineQuery(current, parent) {

    // Find all incidents associated to the Problem
    var inc = new GlideRecord('incident');
    inc.addQuery('problem_id', parent.sys_id);
    inc.query();

    var parentIncidents = [];
    while (inc.next()) {
        parentIncidents.push(inc.getUniqueValue());
    }

    // If no parent incidents, stop here
    if (parentIncidents.length === 0)
        return;

    // Now find child incidents of ANY associated incident
    var children = [];
    var gr = new GlideRecord("incident");
    gr.addQuery("parent", "IN", parentIncidents)
        .addOrCondition("parent_incident", "IN", parentIncidents);
    gr.query();

    while (gr.next()) {
        children.push(gr.getUniqueValue());
    }

    if (children.length > 0) {
        current.addQuery('sys_id', 'IN', children);
    }

})(current, parent);

[Ankur Bawiskar]

@Cat 

I did share screenshots confirming approach worked fine for me

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

Got it, mate. But I would still recommend trying to stick with the out-of-the-box (OOTB) approach.