how to use parent-child incidents?

[Sonja]

Hello, I'm searching for a documentation (Jakarta) how to use Parent-Child Incidents in ServiceNow and how to user Master-Child Incidents in ServiceNow. 

- how to created correctly the relationships
- how to delete relationships
- consequences of this kinds of relationships (can a Child-Ticket be individually updated, or only the parent-ticket?
- etc. 

Thank you for advice

Sonja

[Alikutty A · Accepted solution]

Hi,

You can use the Parent incident field to relate a child incident. Once a child incident is related, all work notes or comments from parent are copied over to the child incident. Also when the parent is resolved, the child incidents are also resolved. There are other few other states that are copied over, You can test it out in a developer instance and explore it further.

Thanks

[Rory6]

Am replying because your reply infers this is an OOB process.  Is this true ONLY for Incidents?  or does this apply to service tasks as well?

[Sanjay Bagri1]

Hi, Q. how to use Parent-Child Incidents in ServiceNow This is link for this question. https://docs.servicenow.com/bundle/london-it-service-management/page/product/incident-management/task/copy-incident-or-create-child-incident.html And here is the scenario for that with code . I want to establish Connection between parent incident and child incident (Parent incident field is present on incident form). Whenever any incident is updated as parent of 'N' numbers of incident then all the child should be updated with worknotes that "INC*** has been updated as parent of this incident and for future updates please refer to parent incident". Moreover whenever i'll close the parent then all the child should also get close with same assigned to and assignment group values & with couple of more selected values. The business rule Update Child Incidents is the rule that updates Child incidents when the parent is updated or resolved. In order to achieve your requirement - ...whenever i'll close the parent then all the child should also get close with same assigned to and assignment group values & with couple of more selected values... - you'll have to modify the resolveChildIncidents section. See below: function resolveChildIncidents() { var incident = new GlideRecord("incident"); incident.addActiveQuery(); incident.addQuery("parent_incident", current.sys_id); incident.addQuery("incident_state", "!=", IncidentState.RESOLVED); incident.query(); var msg = ""; while (incident.next()) { gs.print("Incident " + incident.number + ' resolved based on resolution of Parent Incident ' + current.number); incident.incident_state = IncidentState.RESOLVED; if (incident.close_notes.nil()) { msg = "Close notes copied from Parent Incident"; if (current.close_notes.toString().indexOf(msg) == 0) incident.close_notes = current.close_notes; else incident.close_notes = msg + ": " + current.close_notes; } incident.close_code = current.close_code; msg = "Resolved based on resolution of Parent Incident."; if (current.comments.toString().indexOf(msg) == 0) incident.comments = current.comments; else incident.comments = msg + " " + current.comments; incident.work_notes = current.work_notes; //add new code here to set assignment group and assigned to incident.assignment_group = current.assignment_group; incident.assigned_to = current.assigned_to; //add more values here as needed incident.update(); } Please remember it mark it as correct and also helpful. Thanks Sanjay Bagri

[Sonja]

Thank you for your answers and input.

- is a open/active child inicident (Child-Parent-Relationship) resp. the fields in the child-incident always editable? E.g. Work Note, Business Service, other fields) and  if yes, by who?

- are there fields who are only editable over the Parent-Incident?

What I don't understand yet - what's de difference between parent-child incidents and master-child incidents.

Are there official documentations available?