OOTB "Update Child Incidents" Business rule is not working

[captainpugwash]

Hi Everyone,

During some testing for ITSM processes I have noticed that the "Update Child Incidents" business rule is no longer working for Comment/worknote update nor for closure, 

The rule appears to still be in it's original state and I canno't see any other rules that would be causing this to abort, 

Does anybody have any tips on how I can troubleshoot this to get the rule working again?

Many Thanks

Ben, 

[shloke04]

If the above steps does not work then try the below approach as well:

"There was a custom business rule with an abort action that was triggered during the 'Update Child Incidents' BR update because some of the incidents were unassigned therefore, the update was canceled for all of the incidents after the unassigned incident."

Refer the HI article below:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0860282

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[captainpugwash]

Thanks @shloke04  there aren't any business rules containing "setworkflow(false)"

I do have two rules that contain the word abort one of them is the OOTB "update child incident" rule so I will begin by comparing that rule with the original rule that somebody else posted here

[captainpugwash]

I've done some more testing and there appears to be something fundamentally wrong with how parent/child incidents work in our environment.

If I start by creating the master incident then use "create child incident" from the record menu no "related records" information shows on either the parent or child incedent record, But updating the parent record with a comment or resolution copys over to the children,

Adding a parent or child using "related records" in either record has the opposite effect (related record info visible but no comments/resolution).

[captainpugwash]

I'm going to start by looking to see if there are duplicate collumns on the Incident/task table for parent/child

[captainpugwash · Accepted solution]

So yes.... The OOTB rule does work, looks like our initial (or one of the many other ) partners we used setup the incident form wrong... I've now added the correct Table collumn fields to the incident form and all is well with the world!

Apologies for wasting your time but your answers did help me to troubleshoot the problem so it did help!