Removing Child case from being automatically created when the parent case is automatically created

[CourtneyD]

We have our system setup where when an employee submit a ticket both a parent and child ticket is created. We want to remove the child ticket from being created all together because it is not needed. 

[Vrushali Kolte]

Hello @CourtneyD ,

To prevent the creation of the child ticket in your ServiceNow system, you need to identify where and how the child ticket is being created and then modify or remove that logic. Here are some possible scripts that could be creating child tickets -

• Business Rules: Check if a Business Rule is responsible for creating the child ticket(you can search it by applying filter like table = incident).
• Workflows: Investigate if a Workflow is triggering the creation of the child ticket.
• Script Includes: Look into any Script Includes that might be responsible for creating child tickets.
• Flows: If using Flow Designer, check for any flows that create the child ticket.

If my answer is of any help to you, please mark it as Accepted ✔️& Helpful👍!

[CourtneyD]

Hi Vrushali,

I will definitely start with these options and keep you updated if one of them was a solution. Thank you so much for the guidance and a speedy response!