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Parent-child incident functionality does not work on some instances - Known Error
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  • Parent-child incident functionality does not work on some instances
KB0692014

Parent-child incident functionality does not work on some instances


3804 Views Last updated : Apr 3, 2025 public Copy Permalink
KB Summary by Now Assist

Description

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.

Steps to Reproduce

 

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.

Workaround

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.


Related Problem: PRB1294284

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