When we close Parent Ticket request, it automatically close its child tickets

[sujithanagaraju]

When we close Parent Ticket request, it automatically close its child ticket request. Can any one explain and Is there a way to prevent this behavior?

We are using Helsinki version.

[Pradeep J]

By Unchecking the Active filed you will be able to deactivate that BR.

Thanks

Pradeep D J

[Pradeep J]

Hi

There will be a BR which will effect to its child's. On incident table BR is Update Child Incidents.

Thanks

Pradeep D J

PS - Please mark Helpful, Like, or Correct Answer if applicable.

[arnabwa]

Hi Sujitha,

The "Update Child Incidents" business rule besides closing the child incidents also updates the work notes and additional comments fields in the child incidents when the same is updated in the parent when the incident state is NOT resolved. So might want to keep this functionality running. If you make the the whole BR inactive then you will also miss this functionality. So I would strongly suggest you to just COMMENT the function in that Script which is responsible for Resolving the child incidents on resolving the parent. Comment the below function :

/*function resolveChildIncidents() {

  var incident = new GlideRecord("incident");

  incident.addActiveQuery();

  // incident.addQuery("parent_incident", current.sys_id);

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

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

  incident.query();

  var msg = "";

  while (incident.next()) {

          gs.print("Incident " + incident.number + ' resolved based on resolution of Parent Incident ' + current.number);

      gs.addInfoMessage("Incident " + incident.number + ' resolved based on resolution of Parent Incident ' + current.number);

          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();

  }

}*/

This will do your work as well as keep the other functionality working.

Please let me know if you have something to say.

Thanks,

Arnab

[Brian Dailey1]

If you are going to customize an OOB business rule in this way, it would be better if you created a copy by using the "Insert and Stay" UI action, customized the copy, and flagged the original business rule as inactive.

In this way, you will still receive any updates to the business rule.

Thanks,

-Brian

[sujithanagaraju]

Hi Every one,

Please find the attachment of these two Business rules Task_updated child tasks and one is task_updateChildTaskStatus. Pleaase check and let us know which one needs to deactivate?

Thanks,

Sujitha