Once Parent Incident Status Changes, Child Ticket Status Should Change

[SNOW46]

Hi All,

There is one requirement came up like once the Parent Incident Status Changes, similarly Child Incident Status should also change as well.

Can anyone let me know how to configure this requirement.

Thanks..

[SaiRaviKiran Ak]

Create an after update business rule

condition when state changes then set the child incident state to required state.

Script Like below:

var gr = new GlideRecord("incident");

gr.addQuery("parent", current.sys_id);
gr.query();
if (gr.next()) {
gr.state='add the required state value';
gr.update();

}

[SNOW46]

Hi SaiRaviKiran,

Actually I am bit in learning with respect to Scripting Part.So can you please elaborate on how to achieve this Requirement.

Like if you can post some Screenshots that would be very much helpful for me.

Currently we do have OOB Business Rule "Update Child Incidents" which runs when Once Parent Incident is Resolved, automatically Child Incidents are getting Resolved.

Now I got an requirement to make it happen for if there is some Child Incidents already attached to Parent Incident, when the Parent Incident State Changes to some other States except Resolved then it should also change the Status of Child Incident as well.

Can you please help me out on the same?

Thanks,

SNOW@Das

[AbhishekGardade]

var gr = new GlideRecord("incident");

gr.addQuery('parent', current.sys_id);
gr.query();
while(gr.next()) {
gr.state = current.state;
gr.update();

}

Please mark as Correct Answer/Helpful, if applicable.
Thanks!
Abhishek Gardade

[SNOW46]

Hi Abhishek,

Can you please little elaborate on this?

If you post some screenshots of the BR to be configured for the same then it will be helpful for me to configure it.

Thanks..