Best Practice in regards to the status of a parent incident when child incident is resolved

[tylerniknam]

I want to know what is the best practice in regards to ITIL when it comes to the status of the parent incident once the child incident is resolved. Does the parent stay in progress or does it resolve automatically? if all the child incidents are resolved should the parent be resolved automatically? Thanks

[AndersBGS]

Hi @tylerniknam ,

from my perspective, when you have a parent incident with multiple child incidents, then the cause of the parent and child incidents is the same. Hence, you should work on the parent incident where work notes updates will be populated to the child incidents. When the parent incident is resolved, the child incidents should also be automatically resolved. So basic, the parent controls the child incidents.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @tylerniknam 

If my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders

[Amit Gujarathi]

Hi @tylerniknam ,
I trust you are doing great.

To implement this behavior in ServiceNow, you can use business rules or workflows to automate the resolution process. Here's an example of a possible solution in ServiceNow:

1. Create a business rule that triggers whenever a child incident is resolved.
2. In the business rule, check if the parent incident has any other open child incidents.
3. If there are no other open child incidents, update the status of the parent incident to resolved.