child incidents are not closing with parent incident

[shweta5]

Hi Experts,

Good day!

while closing the parent incident , all child incidents are not getting close automatically . but some are closing .

i have  checked ootb business rule "update child incidents" i think its fine . 

please help me in this . 

Thanks in Advance

[srinivas007 · Accepted solution]

Hi shwetha,

do note that when parent incidents are closed, it doesn't imply in the closure of child incidents. Child incidents must always be closed by the caller or by the system based on the auto closure property. 

Here is the synchronization of parent and child incidents - 

you can visit this link for more info - https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/incident-management/con...

Hope this helps.

Thank you.

[shweta5]

Hi Srinivas ,

it means that if i am closing the parent incident the child incident will not close automatically. but if i am resolving the parent incident then state will change to resolve for child incident with closure notes.

Thanks 

shweta

[srinivas007]

Yes, active child incidents will move to resolve state.

[shweta5]

But i saw one case in my instance that after resolving parent incident also child incidents not changed to resolved state. it is showing group assigned only.

[srinivas007]

Generally, this shouldn't happen OOTB. If there are any other custom conditions defined on the incident table which aborts the update this may happen. Have a check on the customizations on the incident table and also check the logs if there are any errors when this happened.