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11-27-2018 09:23 AM
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
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11-27-2018 10:07 AM
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
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11-27-2018 10:07 AM
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

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10-28-2019 01:10 PM
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?

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11-27-2018 10:13 AM

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11-30-2018 01:41 AM
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?