Parent incident and child incidents

[vivianlowra]

When an incident is escalated to a major incident and has related multiple child incidents, the parent incident ticket becomes very slow and laggy, resulting in significant delays when updating the ticket. Any suggestion on how to improve this via an enhancement?

Thanks

[Deepak Negi]

1. Check all the server side logics running for major incidents, make sure there are no recursions( current.update() in before BRs) are there.

2. Check the client scripts having GlideRecord queries.

3. If there are long running queries or multiple child incident records are being updated upon update of parent major incident, it is wise to use "async" BRs instead of After BRs.

These could be some of the initial troubleshooting you can do.

Thanks

Deepak

[Community Alums]

Hi @vivianlowra

For Major Incidents there's only 2 business rules (OOTB) which are installed as part of the suite, Sounds like someone's potentially updated a script which deals with that function, its lagging because its trying to find something that's not there or caught in a loop if there's 2 rules passing the info back and forth.

Try running a debug to see what you get back or restoring to a previous version to see if that runs better then you have a nice starting point.

Without any logs or screen shots all I can do is clutch at straws at the minute.

Let me know how you get on... 

Please mark as helpful or if its resolved the issue, CORRECT!