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‎01-09-2025 12:45 AM
How to automatically set the incident to a closed state when a child incident is resolved or a problem is created?
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‎01-09-2025 01:01 AM
Hi @Pavan rishi,
Whilst what you're requesting could be implemented via a Business Rule, from a Process perspective and best practice, I would encourage you to review and question the requirement.
(It's a case of just because something can be done, it doesn't mean it should).
When a child incident is created, whilst it is related, the process is synchronized by the Parent Incident to Child Incident, not the other way around. Additionally, should multiple incidents be created and associated, this also needs to be factored in, hence the parent relationship synchronization.
See the following link: https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/incident-management...
Another point to note, an incident should be Resolved primarily giving the caller the ability to Accept or Reject the Resolution. OOB (Out Of Box) an incident will be auto closed if no response or acknowledgement is received when an Incident is Resolved.
Please note however, the child Incident will also follow this Resolution process and may also requires confirmation from the caller or auto closure.
To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie
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‎01-09-2025 12:51 AM
Hi @Pavan rishi
The incident gets closed via property and BR after 7 days OOTB. Your requirement is not valid, if there are 5 child incidents aand 2 are resolved and 3 are in progress how the parent incident will behave? In OOTB child incidents depend on the parent incident state not vice versa.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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‎01-09-2025 01:01 AM
@Dr Atul G- LNG - Great minds. You beat me to it. Ha.
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‎01-09-2025 12:57 AM
Hi @Pavan rishi As already @Dr Atul G- LNG has given you answer and if you want to write BR take help from below link make changes as per your requirement
if mu answer helps you mark helpful and accept solution
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‎01-09-2025 01:01 AM
Hi @Pavan rishi,
Whilst what you're requesting could be implemented via a Business Rule, from a Process perspective and best practice, I would encourage you to review and question the requirement.
(It's a case of just because something can be done, it doesn't mean it should).
When a child incident is created, whilst it is related, the process is synchronized by the Parent Incident to Child Incident, not the other way around. Additionally, should multiple incidents be created and associated, this also needs to be factored in, hence the parent relationship synchronization.
See the following link: https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/incident-management...
Another point to note, an incident should be Resolved primarily giving the caller the ability to Accept or Reject the Resolution. OOB (Out Of Box) an incident will be auto closed if no response or acknowledgement is received when an Incident is Resolved.
Please note however, the child Incident will also follow this Resolution process and may also requires confirmation from the caller or auto closure.
To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie