Not able to set information for a child incident from a parent incident

Article:HOWTO7494  |  Created: 2007-06-12  |  Updated: 2007-06-19  |  Article URL http://www.symantec.com/docs/HOWTO7494
Article Type
How To


Problem

In an Automation rule, I am trying to set fields to be set on the Child incident to be the same as the Parent Incident.

Environment
Helpdesk 6.0.297

Cause

When trying to set the fields for the child incident in the Automation rule, it sends an error that the incident is not linked to a parent.

Resolution

You don't want to set information from the parent to the child in the Automation rule. Here are things that will help you set the information that you need to set on the Child Incident from the Parent Incident:

  •      Set the source when creating the child incident.  
  •      Create an incident rule that fires based off of the source set in creation of the incident.
  •      In the Incident rule, set the information that you are bringing over from the parent incident.

Legacy ID



35433


Article URL http://www.symantec.com/docs/HOWTO7494


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