Add Parent Field to Incident form

[ServiceNow Use6]

Hi,

I have a story, and I am not sure how to do it. Kindly help.

Please add the Parent Incident field to the "Related Records" section of the Incident form. Currently, a tech has to go into the parent Incident record in order to assign a child, and it's causing many users to be viewing and modifying the parent record at the same time. It will save time and potential issues to allow the user to assign the parent from within the child incident.

Regards

Suman P.

[Community Alums]

Hi @ServiceNow Use6 ,

Expose the Child Incident related list to your incident.   Then you can mass relate from the parent.   If you want to do it from the child, expose the parent field on the incident form.

Take a look at business rule "Update Child Incidents" tied to the incident table. If "child" incidents are tied to parent base on "parent_incident" field then when parent goes to "resolved" the business rule will loop through all child that are not resolved and then update child record to resolved.

Depending on your instance version, the parent child relationship should be OOTB. Two ways I've seen it done. first update incident form to add "Parent Incident" field to "Related Records" section. Second, update related list to include "Incident -> Parent Incident"

[Community Alums]

Hi @ServiceNow Use6 ,

[ServiceNow Use6]

@Community Alums ,

Can you please write it in simple terms, I will be glad. 

Regards

Suman P.

[reshmapatil]

Hi @ServiceNow Use6 ,

1. We have the OOB Parent incident field present Incident table.

Bring that field from Form Layout and add it in the Related Records section.

2. If you want to have 'Child Incidents' Related List and want Parent field on list, Open List Layout and add 'Parent Incident' field. To edit it from list you can double click on cell and add new value.

Regards,

Reshma

**Please mark my answer correct or helpful based on the impact**