Request an enhancement where, if we receive a "clear", the parent (and child) incidents closed.

[Ajay Singh2]

Hello All,

I have a requirement like "We currently have a business rule setup for incidents generated by abc, where it creates child tickets based on correlation ID. I would like to request an enhancement where, if we receive a "clear",(like short_description contains Clear and based on this) the parent (and child) incidents are automatically closed.

Can anyone help how to achieve this.

Thank You!!

[Ajay Singh2]

Hi @SupriyaBasak  But both parent and child incident get auto closed based on short description when it contains clear.

[SupriyaBasak]

If you resolve the parent incident based on short description when it contains clear then OOB BR will close the child incident as well. 

[Ajay Singh2]

If we receive Clear in child short description than how parent will get closed.

[SupriyaBasak]

So if you are receiving the clear in the child and you want to close the parent incident then you need to write an additional business rule which

will trigger

When Child will be closed

Perform(in advanced section) :

Resolved the parent incident if there are no open child incident for the parent incident. 

[Ajay Singh2]

What code need to be written in advanced can you explain.