When parent incident is resolved, not all children resolved

[eileenhessmille]

When the parent incident was resolved, it auto-resolved 148 child incidents, but did not auto-resolve 33 child incidents. There is nothing unusual about the remaining children, and since we recently cloned our training instance, I was able to test there. I set the parent back to 'Assigned', then to 'Resolved', and the remaining records were then resolved.

I hesitate to perform that fix in production without knowing why it happened in the first place. Anyone experience something similar?

Thanks!

[manikorada]

Eileen,

If 148 incidents are getting resolved, then it will take time. The user who did that operation might have cancelled the transaction in middle and thats why the transaction might have aborted in between.

[eileenhessmille]

The history doesn't show that it was canceled. To resolve the incident, I did change the state to 'assigned' and then resolved it a 2nd time and the remaining child incidents did in fact auto resolve. I haven't heard any one complain about it yet.

Thanks for your input.

Eileen

[tanyab]

Hi Eileen,

I have only had this happen when the parent has been resolved and then the children have been attached afterwards.  

Has this situation occurred since then?

[eileenhessmille]

Hi Tanya,

That wasn't the case here. All of the child tickets were attached before the parent was closed. Good thing to keep in mind.

Thanks,

Eileen