Parent - Child Relationship

CJPeterson
Tera Expert

‎09-08-2022 08:26 AM

Hi All, 

Could someone help me understand parent child relationship for incidents. From what I see in ServiceNow docs The parent and the child incidents are synchronized such that the state of a child incident changes depending on the state of the parent incident.

But this case is not happening in my PDI: When I update the parent incident ON HOLD it does not change in the child incident. Only changes is happening when it is Resolved. Is this something that should be down by BR? 

Also should the assigned to field from the parent follow to the child incident? 

Any advice or document links would be helpful.

Im using ServiceNow docs such as : https://docs.servicenow.com/bundle/rome-it-service-management/page/product/incident-management/concept/parent-child-state-sync.html

Thanks. 

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emir
ServiceNow Employee
ServiceNow Employee

‎09-08-2022 04:02 PM

The BR rule for that is: Derive State value from Parent Incident

Check if the script has been modified, also check this property: com.snc.best_practice.incident.kingston (look at the BR to find out what it should be)

Finally, see this comment in the BR:
// If parent_incident is on hold due to AWAITING_CALLER, then child incident state should not get updated

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