Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Child Incident state is not moving from new to in-progress when parent incident state changed to In-Progress. - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Child Incident state is not moving from new to in-progress when parent incident state changed to In-Progress.
KB0791316

Child Incident state is not moving from new to in-progress when parent incident state changed to In-Progress.


2319 Views Last updated : Apr 8, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

When a parent incident is moved to In Progress the child incident associated is not moving to 'In progress ' state. The sync between parent and Child is not working.


Resolution

  • The parent and child Incident state synchronization is controlled by the business rule " Sync Child Incident State ', refer the below documentation which explains the same
  • https://docs.servicenow.com/csh?topicname=c_IncidentManagement.html&version=latest
  • This Business rule comes as part of the plugin ' Incident Management Best Practice - Kingston plugin (com.snc.best_practice.incident.kingston) '
  • If you do not have this plugin activated the parent-child incident state sync does not work because of the missing business rule which controls the synchronization
  • This sync between parent and child works for the states as described in the below doc :
    https://docs.servicenow.com/csh?topicname=parent-child-state-sync.html&version=latest
  • If you do not want to install the plugin, they need to customization the synchronization to work and write business rule based on the requirement

Related Links

STEPS TO REPRODUCE:

  • Login to the affected instance
  • Open an Incident which has child incidents associated
  • Change the Parent incident state from New to In progress
  • The child incident state is still in new and is not moving to 'In progress '

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.