Close Child Incidents without closing Parent incident

[Praveen55]

Hello All,

Am new to Servicenow and trying to explore stuff for daily activities. We come across cases where multiple alerts (incidents) trigger for an issue and have to end up creating a parent and linking others to it. 

While we investigate on the parent incident, have to close the child incidents. I would need your support on this activity

Child incidents can be in any State (new, in progress) but have to close all without closing Parent

Kindly assist

[Prasanth Alapat]

As per OOTB functionality, all child incidents associated to parent will be closed when parent incident is set to closed. This is done using business rule “SNC - ITIL - Close Related”. As always you can modify this business rule to change the existing behaviour.

[Praveen55]

Kindly advise on how to modify the Business rule without causing any impact to default flow for closure of Child Incidents only 

[SanjivMeher]

Best practice is to not close the child incidents until the parent incident is not closed. Because each incident is associated to a caller. If you update a note in parent, it will update the child as well so that every callers are notified.

SNC - ITIL - Close Related should close child once parent is closed

[Praveen55]

Reason behind the requirement of Closing Child incident only is, we get multiple alerts for any Configuration Item failure and we may take sometime to investigate and resolve. So, we create a Parent and link all the other alerts to link making child incidents

While we investigate on the parent, cannot keep all the child incidents Open. 

Kindly advise