Once parent incident is resolved then corresponding child tickets are not resolvedIssue While closing parent incident the associated child incidents are not resolved.ReleaseAllCauseThe business rule which updates the child records is : "Update Child Incidents" was skipped as the condition didn't meet.https://<instance_name>.service-now.com/sys_script.do?sys_id=8f61f1b00a0a3c7401aac471d27a2718 The code logic in the resolveChildIncidents() will check the value on the field "parent_incident" not "parent". In the affected instance the "parent_incident" field was blank as the dictionary entry was inactive. NOTE: If the "parent_incident" value is blank on child then, in XML of parent incident child will show as '0', if child incident got updated correctly then parent also gets updated. <child_incidents>0</child_incidents>ResolutionPost activating the "parent_incident" field the issue will be resolved. Now, the business rule will check the correct field/value and sets the state field on child as parent.Related LinksThe child incidents are resolved if and only if manually assigning the parent value on parent_incident field else same issue is seen. WHY? This issue occurs because, the child incidents are added under incorrect related list. Make sure that the child incidents are added/created under correct related list. Correct related list: Incident->Parent Incident Incorrect related list: Incident->Parent