How to see Parent and Child incidents on a Problem record

[Vichu]

Parent Incident have 5 child Incident related to it

When the parent Incident is related to the problem record only the parent Incident is getting related and not the 5 child incidents related to the Parent which is making it difficult to understand the breadth of the error as I can see only 1 Incident(Parent) related to Problem.

Trying to understand why the OOTB configuration is like this and any possibility to display the parent Incident and child incidents on a problem record when only a parent incident is related to the problem record

[Carlos Petrucio]

Hi, @Vichu 

Possible Solutions to Display Parent and Child Incidents on a Problem Record:

1. Custom Script to Link Child Incidents:

   • You could create a Business Rule or Script Include that will automatically relate the child incidents to the problem record when the parent incident is linked.
   • The script can look for all child incidents of the parent and create a relationship with the problem record as well. You can achieve this by querying the incident table for incidents where the parent field matches the parent incident and then update the related problem record accordingly.

   Example Script (Business Rule):

// Business Rule or Script Include to relate child incidents to the problem record
var parentIncidentId = current.sys_id; // Parent Incident sys_id
var problemRecord = current.problem; // Assuming the problem record is on the parent incident

var childIncidents = new GlideRecord('incident');
childIncidents.addQuery('parent', parentIncidentId);
childIncidents.query();

while (childIncidents.next()) {
    // Add logic to relate each child incident to the problem record
    childIncidents.problem = problemRecord;
    childIncidents.update();
}

• Related Lists or Custom UI Elements:

  • If you don't want to modify the out-of-the-box linking behavior, you could display the related child incidents in a Related List on the Problem Record. This would provide users with a view of all child incidents without altering the existing relationships.
  • You could create a custom widget or UI component in the Service Portal or within the problem record form to dynamically fetch and display all child incidents of a parent incident.

• Problem Management Enhancement:

  • You can customize the Problem Management module to meet your specific needs by adding functionality that tracks child incidents and displays them as part of the problem record.
  • This can include custom fields or a reference to child incidents, or even utilizing task relationships or custom tables to show these associations.

Example of Creating a Related List:

To create a related list showing child incidents on the problem record, you can:

1. Go to Problem > Problem Form.
2. Add a related list to the form layout by selecting the Related List tab.
3. Configure a Related List for child incidents by setting a query for incidents where the parent is the current problem record.

This approach will not modify the OOTB behavior but will provide a way to view child incidents without altering the linking mechanism.

Mark it helpful and accept solution, If this helps you to understand. 

Thanks!

- Carlos Petrucio