Business Rule - Update Child Incidents - Not Working as excepted. - Known Error

Business Rule - Update Child Incidents - Not Working as excepted. Description Issue - When parent incident state changes from resolve to any other state with provided worknotes/comment, worknotes/comment getting added to some of the child incidents

Expected behaviour - When worknotes/comment added to a parent incident, worknotes/comment should not get add to resolved state child incident.

=== below script in Flow action "Update child incidents worknotes/comments" is fetching only non-resolved child incidents var rec = new GlideRecord("incident"); rec.addQuery("parent_incident", parentSysId); //rec.addQuery("state", "!=", IncidentState.RESOLVED); rec.addActiveQuery(); rec.query(); ===

So, When parent incident state changes from resolve to any other state with provided worknotes/comment, worknotes/comment should not get added to resolved child incidents

RCA: 1. Synchronous BR "Sync Child Incident State" syncs parent incident state to child incidents whenever there is a state change for parent incident. 2 . Update Child Incidents BR calls flow action "Update child incidents worknotes/comments" in Async to update worknotes/comment in non resolved child incident. 3 . When parent incident state changing from resolved to in-progress with provided worknotes, both BRs are getting triggered BR "Sync Child Incident State" is executing in synchronous manner and "Update Child Incidents" BR is triggering "Update child incidents worknotes/comments" flow action in Async.

so, BR "Sync Child Incident State" updating few child incident state to in-progress before the flow action fetch non-resolved child incidents, so the child incident with in-progess state are getting updated with provided worknotes.

Steps to Reproduce

1. Create a parent incident with more than 3 child incidents.

2. Resolved the parent incident.

3. Change the parent state from Resolved to any other state and add worknotes or comments

We would notice that not all child incident's worknotes/comments were updated.

Workaround The issue is related to the flow action script: Update child incidents worknotes/comments which is used in the Business Rule: 'Update Child Incidents'

function executeFlowAction (parentIncidentGr, fieldName, value) { *** try { var inputs = {}; inputs['field'] = fieldName; // String inputs['value'] = value; // String inputs['parent_incident_gr'] = parentIncidentGr; // GlideRecord of table: incident sn_fd.FlowAPI.getRunner().action('global.update_child_incidents').inBackground().withInputs(inputs).run();

***

internal name: update_child_incidents

URL: /$flow-designer.do?sysparm_nostack=true&sysparm_use_polaris=false#/action-designer/b27b955053132010bf68ddeeff7b126b/step/cd67cb72-2338-401f-8c2e-bf60553495e3

Update the query on flow action and comment line no.9: rec.addQuery("state", "!=", IncidentState.RESOLVED);

***

var rec = new GlideRecord("incident"); rec.addQuery("parent_incident", parentSysId); //rec.addQuery("state", "!=", IncidentState.RESOLVED); rec.addActiveQuery(); rec.query();

***