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?
