2 Replies Latest reply on Aug 9, 2018 2:12 PM by jpmckenna

    Notes on Parent Incident not Updating on Children

    jpmckenna Apprentice

      Good afternoon,

       

      We're on Service Desk 2016.3 and we're looking to begin utilizing the parent/child relationship more than we have in the past, and in doing so, we realized that notes that are added to our parent incidents do not update on their corresponding children. If we resolve the parent incident, the children WILL resolve, but any notes added to the parent or any reassignments do not reflect across children. Any advisement on what should and should not be updating would be appreciated, as it was my understanding that notes added to parent incidents would generate on the children as well. Below is a screenshot of the Children attribute on our Incident business object, and Propagate Actions is set to true:

       

       

      Is there something we may be missing? Thanks in advance for any help that anyone can provide!