Incident ebonding is failing with Incident

[yamalabrahmani5]

Hello Community,

We have Integrated two Snow instances,when a parent incident is resolved in one instance it will trigger an outbound to another instance. The other instance will resolve the child incidents too as parent is resolved and it should the outbound to the source instance for all the child incidents to resolve.

This is working well but some times it is not working.

We are triggering the outbound from a BR.

Can someone please help me with this issue!

[AnveshKumar M]

Hello @yamalabrahmani5 

Is it possible for you to share the the BR conditions and Script ?

[yamalabrahmani5]

Hello Anvesh,

Thanks for responding.

I can not share the screenshot, but the conditions we are using are.

Parent IS NOT EMPTY

Updated by IS Integration User Account

State Change to Resolved

Do we need to add any changes to conditions?

In the script we don't have any conditions, we just call the REST Message.

Please help.

[AnveshKumar M · Accepted solution]

@yamalabrahmani5 Can you try adding another condition like

Parent Incident IS Not Empty

Because, Major Incident - Child Incident Parent will be stored in the parent_incident field where as non major incidents store it in parent field.

Please mark my answer helpful and accept as solution if it helped 👍✔️

[yamalabrahmani5]

Thanks for the help