Fields to be passed from problem to incident

[VaishakP1978942]

Fields to be passed from problem to incident.

whenever the mentioned problem fields are updated, we need to copy them in the worknotes of related incident if the incident state is 'On hold' and on hold reason is 'Pending problem'

Please see the below screenshot

[Runjay Patel]

Hi @VaishakP1978942 ,

You can write after business rule and use below script.

(function executeRule(current, previous /*null when async*/) {
    // List of fields to monitor for updates
    var fieldsToMonitor = ['short_description', 'description', 'close_notes']; // Add your specific fields here

    // Check if monitored fields are updated
    var updatedFields = [];
    fieldsToMonitor.forEach(function(field) {
        if (current[field] != previous[field]) {
            updatedFields.push(field);
        }
    });

    // If no monitored fields are updated, exit
    if (updatedFields.length === 0) {
        return;
    }

    // Construct the message to add to the worknotes
    var worknotesMessage = 'The following fields were updated in the related Problem:\n';
    updatedFields.forEach(function(field) {
        worknotesMessage += field + ': ' + current[field] + '\n';
    });

    // Find related Incidents in 'On Hold' state with reason 'Pending Problem'
    var grIncident = new GlideRecord('incident');
    grIncident.addQuery('problem_id', current.sys_id); // Related to this problem
    grIncident.addQuery('state', 3); // 'On Hold' state
    grIncident.addQuery('hold_reason', '3'); // 'Pending problem' hold reason
    grIncident.query();

    // Update worknotes for each related Incident
    while (grIncident.next()) {
        grIncident.work_notes = worknotesMessage;
        grIncident.update();
    }
})(current, previous);

Also you can add when to run condition with your target column.

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[Ankur Bawiskar]

@VaishakP1978942 

Have after update BR on problem and use this

Something like this but please enhance it as per your requirement for extra fields. I just added for 2 fields

 var incidentRec = new GlideRecord('incident');
 incidentRec.addQuery('problem_id', current.getUniqueValue());
 incidentRec.addQuery('state', 3);
 incidentRec.addQuery('hold_reason', 'Pending Problem'); // give the correct choice value here
 incidentRec.query();
 if (incidentRec.next()) {
     incidentRec.work_notes = 'Workaround: ' + current.work_around + ' Close notes: ' + current.close_notes;
 }

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@VaishakP1978942 

you can also use Flow designer for this with no code solution

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@VaishakP1978942 

Hope you are doing good.

Did my reply answer your question?

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