Parent and child tickets

[Ankitha4]

We are facing a issue where child tickets are not changing status to on hold when pareng is changed to on hold .

And assignment group of child ticket is also not changing .can you please help what may be the reason for that issue 

[Dr Atul G- LNG]

Hi @Ankitha4 

https://youtu.be/Agw0HNuqe2M

Have  look here, you wil get the answer.

[Ankitha4]

Thanks Atul for the reply. May I know why the assignment group is not changing

[Dr Atul G- LNG]

Hi @Ankitha4 

This is OOTB configuration, means Assignment group will not copied  updated in child incident.

[Amit Pandey]

Hi @Ankitha4 

You can do this by writing before business rule-

if (current.state.changes() && current.state == '4') { // Assuming '4'  is status 'On Hold' 
        
        var childTicketGr = new GlideRecord('ChildTicketTable'); // Replace with actual child table name
        childTicketGr.addQuery('parent', current.sys_id); 
        childTicketGr.query();

        while (childTicketGr.next()) {
        
            childTicketGr.state = '4'; // Assuming '4' is the status 'On Hold' for child tickets
            childTicketGr.assignment_group = current.assignment_group; 
            childTicketGr.update();
        }
    }

Please mark my answer helpful and correct.

Regards,
Amit