Resolve incident child after resolve incident parent

[javileonblog]

Hello all,

We are trying to switch to resolve child incidents when the parents are in resolve state, but we are experiencing that when the parent incident has like 10 child incidents associated with it it works fine to resolve all incidents, but when the parent incident has 200 child incidents, It does not change the state to be resolved in all children.

I see that the screen is processing for five minutes or so (I also see this time in transactions) but finally ServiceNow cancels the process and we have some incidents open and others resolved.

I'm trying to modify the BR  "Update Child Incidents" conditions changing when execute to after, before, async, etc. I also try to separate the BR and created another one with only the resolution function but nothing changes, we always have the same situation.

Does anyone have any idea what could happen?

Thanks in advance and regards,

Javi.

[Kieran Anson · Accepted solution]

Hi Javi,

My first inclination is to raise this with support so the product team are aware and can look to improve the business rule as part of their roadmap (it's not a defect as of yet, but it's an oversight for sure).

In terms of amending the business rule, there's several calls in it which won't work unless it's ran as a before business rule, so a number of code changes will be needed.

Before progressing, have you used script tracer to see what business rules are running when you mark a parent incident as resolved. Although 200 incidents is a high number, it shouldn't cause the transaction quota limit, you're likely running into, to be reached. Perhaps there are some inefficient business rules running that is slowing down the whole process?

[javileonblog]

Hello Kieran,

Thanks for the support.

Finally, after the while followed by the query I added a ".setWorkFlow(false);" and the incidents are now resolved correctly, so it seems that the problem actually had to come because all the child incidents would have to enter for more BR and this slowed down the execution.

Regards,

Javi.

[Kieran Anson]

I wouldn't recommend that approach. There are vital business rules that need to run on record resolution / closure