Can a child incident update the parent incident

[Community Alums]

Hello Team,

Can a child ticket update the parent ticket status upon its closer? 

Child incident get closed, Parent incident state updates from new to in progress after the child incident is closed. 

[Allen Andreas]

Hi,

Yes, you can create an "after" business rule on the child incident table (I assume incident), and then you'd use GlideRecord to query for the parent record using the related reference field that links two records together (parent field?) and then update the state as needed.

https://developer.servicenow.com/dev.do#!/reference/api/tokyo/client/c_GlideRecordClientSideAPI 

[Community Alums]

Hello Allen, thank you for your guidance. So I started the Business rule. I'm still in training and a little weak on the coding aspect. I followed the link you provide and it helped but I'm still stumped. Would you know how to start the script? 

[Allen Andreas]

Hi,

There's still a few things we need from you to provide a more thorough solution such as:

• Are you talking about an Incident that can be a child to a parent Incident (so not incident task?)
• What is your process if a parent Incident has more than 1 child Incident...and those other child Incidents are still open?
• If you're trying to create some sort of Major Incident Management (MIM) process, which is usually when parent and child Incidents (again...not tasks) come into play, then you can activate the Major Incident Management plugin and consider using that instead?

[Community Alums]

Parent ticket will only have one child ticket. The child ticket is created via a UI action. I will provide screenshots of the process.