Parent-child incident functionality does not work on some instances

The parent_incident and child_incidents fields are not available on the incident table on some instances, thus preventing the parent-child incident relationship from being created. The columns parent_incident and child_incidents come from upgrade.2011_common_practice. This plugin isn't available on instances that are zbooted on Pre-Aspen releases.

 

1. Go to instances that have been zbooted prior to the Aspen release.
2. Try to create a parent-child relationship by assigning the parent to a child incident.

Note that the parent_incident column does not exist.

To create the parent_incident and child_incidents column run the following script from Scripts - Background module:

new GlideDBUtil.createElement("incident","Parent Incident","parent_incident","reference","32","incident",true,false);
new GlideDBUtil.createElement("incident","Child Incidents","child_incidents","integer","40",null,true,false,true,"0");

To import the XMLs, go to the table list view of the following XML tables on the instance and choose Import XML from the context menu. Download the XMLs by clicking on the links and import the XMLs to your instance.

• sys_ui_list_control_98297b240a00064169603e7869508dea.xml
• sys_script_8f61f1b00a0a3c7401aac471d27a2718.xml
• sys_script_78e8bbe70a00070479138c7302ad631b.xml
• sys_script_73f2cafc0a00070463efac143fb0a13c.xml

After importing the XML files, the Child Incidents related list can be added to the incident form by configuring the Related lists and adding the Incident > Parent incident related list.