Hi everyone,
We are working within HR Service Delivery (HRSD) and have encountered a scenario involving parent-child case relationships.
When a parent HR case is canceled or closed, the child cases/tasks remain in their existing states (e.g., Open, In Progress), which creates inconsistency and potential process issues.
What we’re looking for:
Best practice guidance for synchronizing state changes from parent to child.
Whether it’s better to use Business Rules or Flow Designer for this use case.
Upgrade-safe methods or patterns others have used successfully.
If ServiceNow has any official recommendation on whether children should inherit the parent’s cancellation or closure.
Additional context:
- We’ve explored adding a Business Rule or Flow to auto-cancel or close child cases when the parent is canceled.
We'd prefer not to deactivate OOTB scripts due to upgrade concerns.
Wondering if others have implemented a clean and reusable solution (e.g., using a mapping table, scoped app approach, etc.).
Would love to hear how other organizations have handled this or if there’s a canonical solution supported by ServiceNow.
Thanks in advance!
