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!

[Mike Allen]

You can add logging into your resolve business rule that essentially says resolving 1 of 178, and so forth, and you can see what the status is.   As was mentioned, it takes awhile to close that many incidents, maybe it was still in progress?

function resolveChildIncidents() {

   var count = new GlideAggregate('incident');

   count.addAggregate('COUNT');

   count.addQuery('parent', current.sys_id);

   count.query();

   var incidents = 0;

   if (count.next()){

   incidents = count.getAggregate('COUNT');

   }

   var incident = new GlideRecord("incident");

   incident.addActiveQuery();

   incident.addQuery("parent", current.sys_id);

   incident.addQuery("incident_state", "!=", "6");

   incident.query();

   var msg = "";

   var counting = 0;

   while (incident.next()) {

   gs.log('Closing incident ' + counting + ' of ' + incidents + ' incidents.', '$$$$ - Admin');



   incident.incident_state = 6;

   if (incident.close_notes.nil()) {

   msg = "Close notes copied from Parent Incident";

   if (current.close_notes.toString().indexOf(msg) == 0)

   incident.close_notes = current.close_notes;

   else

   incident.close_notes = msg + ": " + current.close_notes;

   }

   incident.close_code = current.close_code;

   msg = "Resolved based on resolution of Parent Incident.";

   if (current.comments.toString().indexOf(msg) == 0){

   incident.comments = current.comments;

   }else{

   incident.comments = msg + " " + current.comments;

   }

   incident.work_notes = current.work_notes;

   incident.update();

   counting++;

   }

}

[eileenhessmille]

Thank you, Mike. If it happens again, I will suggest we add the logging. For now, I'm hoping it's a 'one-off'.