"Incident INC****** 'Parent Incident' Field added"

[Nani6]

HI all,

When the parent incident field is updated (when a child is added to a parent) the parent incident gets an update in the customer visible comments saying

• Incident INCxxxxxx 'Parent Incident' Field added.

can anyone tell me which business rule is running to add that comment to the parent?

Thanks

[Jaspal Singh]

Again, there would be something (mostly script include) that will make the statement. So, still this though addressess the workaround to remove but not exact script that is reponsible.

[Saurav11]

Hello

I have checked for that as well. I do not think we have access to that code and is is most probably hidden from us.

Thanks.

[Jaspal Singh]

Thanks would be mind sharing the script name as I agree with @shloke04 as unfortunately I am not able to locate it in my PDI.

[shloke04]

@Jaspal Singh Agree Jaspal. 

I do not see any message coming in to Parent ticket when a child incident gets added in my PDI. I don not think that is a default OOB functionality.

Will suggest to search for the message and see if that has been custom written for you or not. 

Let us know your findings.

Regards,

Shloke

[Anil Lande]

@shloke04 It's coming in my PDI, for both conditions adding and removing parent. It is OOB functionality. Please check the preference suggested by Saurav.