Parent/Child for HR Case

lwatts · ‎06-27-2017

Is there a way to setup parent/child relationships for HR Case. I know for Incidents you can click Configure > Related Lists and then add then select Incident > Parent Incident. I am not seeing an option like this for Hr Case (HR Case > Parent HR Case).

Is this the preferred method for creating Parent and child cases. I haven't found any clear directions on how to set this up properly so users will have the ability to open a new case, designate it as a master (parent) and link other similar cases to it. Any comments/state changes made on master cases would flow to child case.

If anyone has any ideas let me know.

Thank you,

Lorenzo

Michael Ritchie · ‎06-27-2017

Cool glad you got the right related list going. The functionality you describe of updating the children is out of the box and part of Incident Management. There is a specific Parent Incident field and this is managed in a business rule called "Update Child Incidents". This functionality doesn't exist on Task because there are field differences but you can definitely clone the Update Child Incidents business rule and set it against the HR Case table and modify it to your needs.

Please mark any of these posts helpful and/or the answer to your question so others can benefit.

View solution in original post

Michael Ritchie · ‎08-15-2017

Lorenzo, sorry I was out last week on vacation. I am not sure I am following your script. The script I provided already copies fields from the parent case to its children. Your script includes comments, which is already being copied down as an example.

If you want short description and description copied, just add these lines some where in the script, maybe at the top:

fieldMap.short_description = current.short_description;

fieldMap.description = current.description;

If you want the above fields to happen once a parent is added to a child case, you will need to update the condition of your business rule to include Parent changes.

Regarding attachments, I would strongly urge you not to copy them because it takes up additional storage and then you have to maintain the copies if one is deleted, etc. A better way to accomplish this is to create a user defined related list that exposes the attachments from the other records. You can read more about that feature with the below links:

Create defined related lists

Attachments Related Lists — ServiceNow Elite

lwatts · ‎08-17-2017

Hey Michael,

Thanks for the update. I'm sure I was over complicating things as I was also looking at a copy case UI Action that I have in place and it makes more sense the way you suggest.

It makes a lot of sense what you pointed out concerning attachments and the best approach would be to use related list.

Thanks again for your valuable input.

Lorenzo Watts

System Administrator I

University System of Georgia Shared Services Center

1005 George J. Lyons Pkwy

Sandersville, GA 31082

www.ssc.usg.edu<http://www.ssc.usg.edu/>

Ph. (478) 240-6500 / Fax (478) 240-6414

lwatts@ssc.usg.edu<mailto:lwatts@ssc.usg.edu>