Options to stop child case from cancelling if parent case is closed?

[ErinF]

When a case is closed, OOB business rule "cancel or close case cleanup" calls script include "hr_utils" which cancels any child cases that remain open.

We have a business case for allowing a parent case to close while a child case remains open. Our preference is to leave the OOB rules intact for future upgradability, and because the cleanup business rule handles a lot of other background tasks. 

Any creative suggestions for addressing this requirement? Is editing the "hr_utils" script include the only way to prevent child cases from cancelling? 

[John Zhang1]

I recommend the following approach:

1. Add a condition to OOB BR-cancel or close case cleanup to exclude your HR case
2. Create new BR to only meet your requirement-" allowing a parent case to close while a child case remains open"

[ErinF]

If I add a condition to the OOB BR to exclude cases with child cases, that would prevent all the other clean-up action from occurring. With so many other clean-up actions, I would be concerned that I would prevent a key action. Without knowing all the other implications of the cleanup tasks, I don't know what the risk is with preventing the other actions from occurring?  

On your second point - Do you mean coping the OOB rule and removing the section for child case cleanup? 

[John Zhang1 · Accepted solution]

OOB business rule "cancel or close case cleanup" will cancel all related HR tasks for all HR cases, but you don't  want this BR apply for your HR cases.

You can add one condition (blow) to exclude your HR case.  I know we shall avoid to make the change for OOB script since they may impact your coming new ServiceNow release upgrade (auto).  However, sometime you got to make changes on OOB script to meet your requirement.  When coming to upgrade, you can already manually upgrade the customized BR.  

[John Zhang1]

Hi Erin

Is there any more help needed on your question?

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct. This will help others searching for a similar question, and will take the question off the unsolved list.

Best regards,

John