Parent with over 1500+ children won't Resolve

Marissa N_ · ‎07-05-2022

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

Marissa N_ · ‎07-08-2022

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

View solution in original post

Saurabh Singh5 · ‎11-05-2024

Simple suggestion would to use the Fix script for this works perfectly fine with the OOB BR, We have done it for more than 3500+tickets which were child incidents and it worked fine