ITIL Users Unable to Add Multiple Child Incidents to Parent Incident via Slush Bucket in Related Lis

[PradeepGenpact]

I’m encountering an issue with the Child Incidents related list on the Incident form in our ServiceNow instance. When an ITIL user tries to use the Edit button to add multiple Child Incidents to a Parent Incident via the slush bucket, only the first selected Incident is added, or sometimes no Incidents are added at all. The user can select multiple Incidents in the slush bucket, but the functionality appears to be inconsistent.

Details:

• Role: ITIL users (confirmed to have the necessary permissions for incident management).
• Form: Incident form, specifically the Child Incidents related list.
• Action: Using the Edit button to open the slush bucket and add Child Incidents to a Parent Incident.
• Issue: Only the first selected Incident is added, or none are added, despite selecting multiple Incidents.
• Environment: [Xanadu].
• Steps to Reproduce:
  1. Log in as an ITIL user.
  2. Open an Incident record.
  3. Navigate to the Child Incidents related list.
  4. Click Edit to open the slush bucket.
  5. Select multiple Incidents and move them to the right side of the slush bucket.
  6. Click Save. Only one (or none) of the selected Incidents is added as a Child Incident.

[Mark Manders]

Are the incidents you are trying to add all active? It could be that the 'parent incident' field on the child isn't writeable for the ITIL user and because of that the incident isn't added to the list.

I just tried it on my (Yokohama) PDI and there were no issues adding active incidents as child. It worked in the workspace and in the backend.

[Ankur Bawiskar]

@PradeepGenpact 

so what debugging did you do so far?

was this working fine earlier?

If my response helped please mark it correct and close the thread so that it benefits future readers.