child incident should not reopen when p1 or p2 parent incident is reopened

[Arun61]

Hi All,

child incident should not reopen when p1 or p2 parent incident is reopened. 

if the parent incident state changes then child incident state is changing automatically but when parent incident p1 or p2 is resolved and if it is reopened again then the associated child incidents should not get reopened. can anyone please tell me how to achieved this.

Thanks in advance.

[_Gaurav]

Hi @Arun61 
Can you check is there any BR is already configured for this, if yes can you share the snippet?
Thanks!

[Aman Kumar S]

You can identify the BR and set the condition as, priority is not one of p1 and p2

[SunilKumar_P]

Hi @Arun61, There is an OOB business rule "Update Child Incidents" on Incident table, you can check if this has any logic to handle the child incidents reopen scenario or else you check if there is any custom business rule / server script.

Regards,
Sunil

[AndersBGS]

Hi @Arun61 ,

Why don't you want to have the child incidents re-open together with the parent? If the parent incident needs to be re-opened due to it's not resolved, then I would assume that the resolution neither works for the child incidents.

The synchronization is based on the business rule " Sync Child Incident State " as you can read here: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0791316 

Where the business rules ensures below synchronization: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme...:

Please note the product documentation notes mentioning:

• If an ITIL user reopens the parent incident, then the parent incident as well as the child incident reopens. Both the parent and the child incident state is set to In Progress.
• If an ESS user reopens the parent incident, the parent incident state is set to In Progress but the child incident is not reopened.

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

Best regards

Anders