question HR Child Cases being Set to Cancelled in HRSD forum

HR Child Cases being Set to Cancelled

kevinthury — Mon, 16 Dec 2019 14:39:32 GMT

When closing an HR Case, all Child cases are being set to Cancelled. Can someone direct me to what is setting the State of the Child cases as we would rather have them follow the identical state of the parent.

Re: HR Child Cases being Set to Cancelled

Ankur Bawiskar — Mon, 16 Dec 2019 14:57:48 GMT

Hi Kevin,

check any after update business rule on hr case table which might be querying the child cases and updating that

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

Re: HR Child Cases being Set to Cancelled

Rob Sestito — Mon, 16 Dec 2019 15:44:48 GMT

Hello Kevin,

Along with checking on your Business Rules like Ankur suggested. You can also check out a Business Rule called 'Allow Parent for closed child cases'. The script is meant to allow for safe closure to child cases when the parent case is being transferred. Otherwise, it will abort the action of closing the parent case IF the child case is still in an active State.

Ours is currently set to 'inactive' - but once I made it active, the parent case was not able to move from awaiting acceptance to close complete, while a child case was still in an active state.

If yours is also set to inactive, you may just want to activate it and run a test to make sure it works as intended, and as you need.

Let us know if this helps!

Cheers,

-Rob

Re: HR Child Cases being Set to Cancelled

hollysnyder — Mon, 16 Dec 2019 19:18:32 GMT

Hi Kevin!

The Cancel or Close Case Cleanup Business Rule runs when the state of an HR Case changes to Closed Complete, Closes Incomplete, or Cancelled. In there, it calls the cleanupChildRecordsForCase method in the hr_utils script include. That method contains the script that sets child cases as cancelled when a parent case is closed.

I hope this helps!

Holly

Re: HR Child Cases being Set to Cancelled

kevinthury — Thu, 19 Dec 2019 13:57:50 GMT

This is exactly what I was looking for. Thanks, Holly!

For others that stumble on this, I was able to bypass the Child Cases from being set to Cancelled by creating a seprate Business Rule with a higher order than 'Cancel or Close Case Cleanup'. This allowed the OOB scripts to remain intact while allowing me to achieve our objective.

Re: HR Child Cases being Set to Cancelled

Rob Sestito — Thu, 19 Dec 2019 14:02:13 GMT

Awesome!

Glad you were able to get the right answers and get it working as you needed.

Cheers!

-Rob

Re: HR Child Cases being Set to Cancelled

Saurabh8 — Tue, 05 May 2020 14:01:28 GMT

Hi Kevin

We have a similar issue which has come up as well. Can you please share (if possible) the Business rule which you created with a higher order for this issue to get resolved?

Re: HR Child Cases being Set to Cancelled

Saurabh8 — Wed, 06 May 2020 11:03:46 GMT

Hi All

Can someone please guide me on this one? I checked the service now document and figured out that it's an OOB feature

https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/task/t_CreateAnHRCase.html :::

Child Cases

Lists child cases associated with this case. Click New to create a child case under the case you are working on.

Note: When you close the parent case, all child cases are cancelled.

Re: HR Child Cases being Set to Cancelled

kevinthury — Wed, 06 May 2020 11:34:04 GMT

Here is a couple of screenshots of the Business Rule that worked for me. This example is running for a specific HR Service. Of course, you can set conditions based on your needs. (There is no screenshot of the 'Actions' tab as there is nothing there.)

Re: HR Child Cases being Set to Cancelled

Saurabh8 — Wed, 06 May 2020 12:11:59 GMT

Thanks a tonne! 🙂