Copy fields from parent Business Rule issue

tindiz · ‎10-29-2024

So I created the below Business Rule so that when I click on the New button under Child Case Related List the following fields will be copied over from parent to child:

It is working as expected.

However, when I try to create a new Case (not a Child Case) and save it those fields that I put on the BR are getting empty.

On the list view, I can see those fields but when I open the record those fields are empty or set to the default one, for ex. Channel is Web but when I saved it I selected Phone -

Priyanka Sharm1 · ‎10-29-2024

Hi @tindiz ,

You can try two things; either or both -

1. Use conditions: You have written that you want fields to be copied only for child case.

So, put a condition in the BR that checks whether current case is child. You can use 'parentISNOTEMPTY' or select Parent IS NOT EMPTY in the condition builder, that should help.

2. Check Other Business Rules: Look for any other Business Rules that might be set to execute on the Case table that could be affecting the same fields. If they run before yours and clear the fields, that would cause your issue. In that case, change the order of your BR accordingly.

Thanks 🙂 If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful."

View solution in original post

Runjay Patel · ‎10-29-2024

Hi @tindiz ,

When to run should not be display it should before insert and update.

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tindiz · ‎10-29-2024

That resolves my issue however, when I clicked on the new button on the Child Cases Related List the fields did not get copy.

Runjay Patel · ‎10-29-2024

Hi @tindiz ,

Good that issue has been resolved.

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If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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tindiz · ‎10-29-2024

Yes, but the purpose of the Business Rule is not executing now and that is to copy the fields indicated on the BR from parent to child.