Update parent incident work notes when child incident is updated

[anjaneyulubrill]

Hi Experts,

I need your help experts on this requirment.

when child incident is updated then parent incident work notes should be updated.

script:

after update BR:

var childInc = new GlideRecord('childIncident');
childInc.addQuery('sys_id', current.parent_incident);
childInc.query();
if (childInc.next()) {
childInc.work_notes=current.comments.getJournalEntry(1);
childInc.update();
}

please correct me where i have mistake it's not working for me.

Thanks & Regards,

Anji.

[AndersBGS]

Hi @anjaneyulubrill ,

what you are describing is not according to ITL best practice or ServiceNow best practice.

in general you should always work on the parent ticket and not the child tickets. 

best regards

Anders

[jparman]

Hi Anji,

Please try this.

var parentInc = new GlideRecord('incident');
parentInc.get(current.parent_incident);
parentInc.work_notes = current.work_notes;
parentInc.update();

Please like my comment if it helps. Thanks!

[Omkar Ranjane]

Hi @anjaneyulubrill 

There is OOB BR "Update Child Incidents" written to update child work notes when parent incident update. You can refer & create it same as per your requirement.

OR

just create Before Update BR with below code snippet.

(function executeRule(current, previous /*null when async*/) {
	var parentInc = new GlideRecord("incident");
	parentInc.get(current.parent_incident);
	parentInc.work_notes = current.work_notes.getJournalEntry(1);
	parentInc.update();
})(current, previous);

 If your question is solved, please close the topic by marking my answer "Accept as Solution". This will help others searching for a similar question and will remove the topic from the unsolved list.