Business Rule - Set incident field same as another

[Chase Stevenson]

Greetings - 

I recently found an issue with the parent/child incident relationship in our instance.

There are two methods of creating a child incident that I’m aware of, using the “Create Child Incident” button on the top of the incident form, and going to the “Related Records” tab and typing a parent incident number into the “Parent” field, making the current incident a child.

Through my testing, I have found that the “Update Child Incidents” business rule is only running on the child incidents that were created/designated using the “Create Child Incident” button on the top of the parent incident form.

If we get a large number of incidents submitted and we have a designated parent incident already, if we add the parent incident number to the “Parent” field on the “Related Records” tab, it won’t establish the proper parent/child relationship and any updates made to the designated “Parent” will not update all the affected child incidents added using that method.

I found out that the field "Parent Incident" is not being updated when the "Parent" field is populated, and this prevents the Parent incident actions from copying to the child incidents.

I want to set a business rule on the incident table to copy any entry into the "Parent" field to the "Parent Incident" field so that when one gets set, the other gets set to the same, thus establishing the parent/child relationship.

I cannot get my business rule to work. Here's what it looks like:

It won't let me select the Set field values: "Parent Incident" field same as "Parent" field. Any ideas?

[Moy1]

The reason why you are unable to set the parent field the same as the parent incident field is because the parent field points to the facilities request table and not to the task table. The parent field is meant to be used only for recording parent facilities requests.

What fields of the parent incident do you want to pass down to the child incident?

[Carl Fransen1]

If this is occurring as you state it is important to log an issue with HI on this - I would expect the parent/child relationships to work regardless of how they were added.  We use this functionality as well and are on Jakarta Patch9 and it works fine.

Cheers

Carl.

[tones44]

I am also having the same problem, and tried to resolve it with business rules. Parent is on the task table but Parent Incident is on the incident table.  If there was a way to have Parent Incident show on the task table that would allow us to create a proper business rule (Parent [same as] Parent incident).  Is this possible?

[Chase Stevenson · Accepted solution]

In our instance, the Parent_Incident field was missing from the incident form layout but Parent was on the form layout.

The business rule: "Update Child Incidents" was (by default) looking for the parent_incident field, and this was what the issue was because the field was not on our form layout so it couldn't be populated.

I changed both lines in the business rule: rec.addQuery("parent_incident", current.sys_id);

to the following and it resolved the issue: rec.addQuery("parent", current.sys_id);