When parent incident gets closed, its associated child incidents should also get closed.

Parth_S
Tera Contributor

Which BR should i use for this case ?

After or Async ?

Is it possible by using both BR's ?

 

6 REPLIES 6

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Parth_S 

 

I think it is OOTB, just check once buddy in PDI. 

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Ankur Bawiskar
Tera Patron
Tera Patron

@Parth_S 

After update BR

OR

Better to go with flow -> these are asynchronous

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

@Parth_S 

if parent incident is resolved then child incidents are auto resolved by this OOB BR : Update Child Incidents

Just to inform OOB child incidents are not auto-closed when parent incident is closed.

incidents are always meant to be closed based on auto closure property

AnkurBawiskar_0-1734006420369.png

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Uncle Rob
Kilo Patron

Wouldn't bother with a business rule.  Its a brilliant case for flow designer.
Easy to inherit by devs of any level.  Here's how you build it.

TRIGGER:  Incident Update where state=closed (we can argue if closed or resolved is better)
1)  Look Up Records (Incident Task where Incident/Parent = Trigger Record)
2)  For Each of (1)
3)  Update Record

--- state = Closed Complete
--- work_notes = Closed automagically due to parent incident closure.

Just be careful your Incident Process Owner doesn't want any future paradigms where an Incident Task stays open for some kind of post resolution work (KB assessment, customer care, etc)