Parent with over 1500+ children won't Resolve

[Marissa N_]

Dear all,

We've had an outage which created numerous Cases. These Cases have all been added to one Parent Case. The issue is resolved, and I am now trying to Resolve the parent Case. What happens is that the system hangs for over 200 seconds (I went to do something else in the meanwhile), and then goes back to the previous page without warning/error and without resolving the parent Case.

• The children are all either Resolved or Closed
• There are 1595 Cases attached as Children to the Parent Case

What is the best course of action here to get this Parent resolved? It seems there's some kind of time-out abort in place to perhaps prevent the system from taking up too many resources, but how can I now proceed?

Thank you kindly for the advices in advance!

Kind regards,

Marissa Nijhof

[Siva Teja1]

Hi,

When you talk about a case is that an incident ?

Regards

[OlaN]

Hi,

You can create a fix script, or a Flow that closes this particular record.

[Divya Chaunal]

Marissa,

For the child tickets that did not get close can you check to see if there was any required information that was not provided. If you don't see any required information missing then you could either close the child ticket via fix script or go to the table and select the rows you need to update (Press control +click on the row )and change the state to resolve)

Thank you.

Divya

[Marissa N_ · Accepted solution]

Hi all,

Thanks for the replies. In the end what I did was disable the BR that updates a child-ticket when a parent gets updated. This cut down the immense work the instance was doing (and got stuck on). 

@OlaN  Nice tip; but I'd need to know how to script. I could've done a one-time flow I guess, dunno if that would've also gotten stuck and timed out.

@Siva Teja A Case is a record created by the CSM module. Like an incident is one for ITSM.

@Divya Chaunal All the required information was there, the instance could simply not process the amount of records that needed to be updated and timed out. I fixed it by disabling that BR.

Kr, 

Marissa