Child Inc tickets automatically closed when the Parent INC ticket is closed

[ar1]

Hi,

Can anyone please help us on the below requirement.

We want to close all the child INC tickets when the Parent INC ticket state changes to closed.
We wrote one After / update -->  Business rule but some reasons the child ticket state not changing to closed.
and also we want to copy the work notes and parent inc number from parent to child ticket work notes.

Script:

(function executeRule(current, previous /*null when async*/) {

var num = current.number;
var inc = new GlideRecord('incident');
inc.addActiveQuery();
inc.addQuery('parent',current.sys_id);
//inc.orderByDesc('sys_created_on');
inc.query();
while(inc.next())
{
if(inc.incident_state != 7)
{
inc.incident_state = 7;
 if(JSUtil.notNill(current.comments.getJournalEntry(1)))
 {
 inc.comments = num + " : " + current.comments.getJournalEntry(1);
 }
inc.update();
}
}

Advance Thanks.
})(current, previous);

  

[Saurav11]

Hello,

I see you have updated your requirement 

There should be an OOB business rule written on incident table "Update Child Incidents" which close the all child incident once parent closes. Is it not active in your instance?

Please mark answer correct/helpful based on Impact.

[ar1]

Hi Saurav,
Many thanks for the response.
Yes, you're right we saw the "Update Child incidents " Business rule but it's not changing the child incident ticket state to closed when we changes the parent inc ticket state to closed.

And while closing the parent INC ticket, we entered some text in worknotes that is also not coping to child tickets.

ANy idea, how to achieve this ??

Advance thanks.

[Saurav11]

Hello,

Was the BR ever changed by anyone of you? Also have you customized your Incident form?

[ar1]

Hi Saurav,
As per the existing BR, child inc state values are changing when ever we change the parent inc state value changes except the closed time.

And we are not changed the script recently.

Thanks.