Child Parent Incidents

[chrisolson29]

Hello All,

We are doing some internal dev for parent and child tickets, currently when we update the parent incident. That corresponding update transfers over to the child ticket, which is great but it also emails all the users from the child tickets that have been raised.

Is there a way we can have parent/child ticket updates that transfer over but doesn't send any updates from the child tickets ? so the only people who get the updates are those in the watch list for the parent ticket ?

[Bert_c1]

Hi,

You can review the business rule named "Update Child Incidents" defined on the incident table. Review the script logic there and then the logic in the 'executeFlowAction' function in that script.  Find what sends the notifications, my guess is from here:

https://[instance_name].service-now.com/sysevent_email_action_list.do?sysparm_query=active%3Dtrue%5E...

Other Community members, may post here. But the above is a start to see what is the source of the email notifications.

[Slava Savitsky]

Add "Parent is empty" condition to the corresponding Email Notification.

[chrisolson29]

firstly thanks for taking the time to respond. So would this still send notifications from the parent incident just not the child ?

[Bert_c1]

It seems that will prevent any notification when a Child incident is updated from being sent. I'm looking at the OOB email notification named "Incident commented". It will prevent sending notifications when a Parent incident is updated for the update being 'copied' to child incidents.

You a wanting to change OOB behavior, be careful here as your change may have un-intended consequences.