what is the relationship type of parent child incident

[Shweta Kasbe1]

what is the relationship type of parent child incident.

For eg:- INC0010005 is the parent of INC0000001.

In bmc we say it as INC001005 is original of INC0000001.

and INC0000001 is duplicate of INC001005.

Please guide me how can find relationship in servicenow.

[Ankita19]

Hi,

The parent-child relationship allows you to link multiple incidents that are related in a certain way.

For example, a Server down results in multiple similar incidents from different users. You can link these incidents under a parent incident. In this way, the activities that occur to the parent incident are automatically recorded under the Activities section in all child incidents and related Service Desk interactions (if there are any). you can also configure if the child incidents are automatically closed when the parent incident is closed.

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.

[Dhruv Chandan]

Hi,

Please find below article from ServiceNow : https://docs.servicenow.com/en-US/bundle/tokyo-security-management/page/product/security-incident-re...

The above should detail out the definition of parent child relationships for Incident.

Hope this helps.

Thanks,
Dhruv

[Musab Rasheed]

Hello,

Just to tell you in layman's language Parent-Child relationship means when there are common incident whose one resolution can be applied to other incidents then in that case you can make one incident as parent and all other as child and then once parent is resolved then automatically child incidents will be resolved and no other manual intervention is needed.

[Sebas Di Loreto]

@Shweta Kasbe1 

The concept in ServiceNow is that once an incident becomes a child of a parent incident, you pretty much dedicate your time to work on the parent incident and once resolved, it will resolve all the child incidents.

This feature is activated through the "incident properties" page (screens below).

The incident table has a parent_incident field that connects the two of them. If you are the parent incident then that field is empty but will show all the child incidents on the related list at the bottom, SINCE those child incidents DO have the parent_incident field with the parent incident number.

There is also another hidden integer field (child_incidents) that counts the amount of child incidents.