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,

Ok, I'm glad my reply was Helpful to get a bit more information from you as your latest reply has some good details 🙂

Anyways, in an "after" business rule on the incident table would have conditions like:

State changes to (Resolved? Closed?) 

AND

Parent Incident isn't empty

Then in the script section you could do something like:

var gr = new GlideRecord('incident');
gr.get(current.parent_incident.toString());
gr.state = 'value_for_in_progress';
gr.update();

This is all under the assumption that you know why you're doing this, the process calls for it, etc.

Please use the above as an example and take it from there.

[AndersBGS]

Hi @Community Alums ,

Many things can be done through ServiceNow as @Allen Andreas already have described. I though would not recommend according to best practice, to let a child incidents update the parent incident. Please red further in this documentation: https://docs.servicenow.com/en-US/bundle/utah-it-business-management/page/product/project-management/concept/c_Parent-ChildTaskRelationships.html

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Allen Andreas]

Hello @AndersBGS 

I'm not aware of any "best practice" that says a child shouldn't update a parent record when the child is closed. Many processes within the ServiceNow platform update the parent when child tasks/records are closed so this is actually commonplace. What you linked to, in my opinion, isn't in the same context or back up what you've said?

I don't really reply to people's issues on the forums and offer suggestions that violate leading practices and what I suggested doesn't appear to cause any issues.