Close code and Close Notes are not copied to Child Incident when Parent is resolved/closed

[Kasia5]

Hi All

I have an issue where, when a Parent Incident is resolved or closed, not all Child Incidents receive the copied close code and close notes.

An important detail is that this Parent Incident has a large number of Child Incidents. When I checked and tried to reproduce the issue, everything seemed to be working correctly, so I believe the cause of the issue may be the following:

Closing the parent triggers a loop through all child incidents. With a large number of records, updates may be processed in different orders and at different times, which can result in some Child Incidents not receiving the copied close code and close notes. The Business Rule processes only active child incidents. During the update, some children may be marked as inactive (active = false) before the rule performs the field copying, causing them to be skipped.

Have you encountered a similar issue before?
Is it possible to fix this in some way, or is the only recommendation to avoid attaching so many child incidents?

[Ankur Bawiskar]

@Kasia5 

If the logic only updates active Child and skips Inactive child then it must be by design if that's OOTB BR 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Chaitanya ILCR]

Hi @Kasia5 ,

this is the BR which takes care of this.

now if you look at it ignores the child incidents which are already resolved.

this could have been the case in your scenario as well

you can go through the BR script and your incidents list to better understanding of the root cause

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Nilesh Pol]

@Kasia5 Yes, this issue can occur when dealing with a large number of child incidents due to the way updates are processed. You can review and optimize the business rule responsible for copying the close code and close notes. Ensure that the rule is efficient and checks for the active status or other filter conditions of child incidents before performing any updates.

[Ankur Bawiskar]

@Nilesh Pol 

I don't think large number of child incidents is a reason for this.

Myself and @Chaitanya ILCR already shared why it occurs.