Does the incident child will trigger email notifications when closed?

[Edgar Alejandro]

Hello!. 

Want to know if the email notifications will be sent in the following scenario:

The parent incident is closed, and the email notification is sent. but if the parent incident has 100 child incidents, will the 100 child incident tickets receive the same email notification that the parent has?

Can someone clarify if this is a normal behavior? or can be doable?
thanks!

[Dr Atul G- LNG · Accepted solution]

Yes, it will trigger, as it is considered as individual record and no condition has been added in the notification.

[Edgar Alejandro]

Thank you Kilo!, it make sense.

[Sohail Khilji]

Hi @Edgar Alejandro ,

I don't believe the OOTB notification check for incident parent child realtionship while sending notifications.

So I assume it's a normal behavior each incident will have a unique caller to be notified. I hope this helps....

[Sumanth16]

Hi @Edgar Alejandro , 

Do you have the functionality to update parent incident and child incident when the state changed to closed?

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,
Sumanth Meda