AutoClose Related incidents when incident state is onhold, when problem state is resolved

[Sriram17]

Hi Team,

I need to Resolve Related incidents when incident state is onhold, when problem state is resolved.

I have written after insert or update business rules. Condition is state is resolved.

Script:

var incidentGr = new GlideRecord('incident');

        incidentGr.addQuery('problem_id', current.sys_id);

        incidentGr.addQuery('state', 3);

        incidentGr.query();

        // Loop through related incidents and close them

        while (incidentGr.next()) {

            incidentGr.state = 6;

            incidentGr.close_notes = "Automatically Resolved due to resolution of associated problem: " + current.number;

            incidentGr.update();

        }

@Voona Rohila 

[Voona Rohila]

Hi @Sriram17 

Can you explain in detail of what is not working?

Change the condition to " State changes to Resolved".( So that It won't trigger if any more updates are done in resolved state)

[swathisarang98]

Hi @Sriram17 ,

You need to add one more line of code as below,

incidentGr.close_code ='Resolved by problem'; // as this is mandatory for incident to close or resolving, change the value according to your need and change the condition to state changes to Resolved .

(function executeRule(current, previous /*null when async*/ ) {

    var incidentGr = new GlideRecord('incident');
    incidentGr.addQuery('problem_id', current.sys_id);
    incidentGr.addQuery('state', 3);
    incidentGr.query();

    
    while (incidentGr.next()) {
		gs.info('inside while line no 10');
        incidentGr.state = 6;
		incidentGr.close_code ='Resolved by problem';
        incidentGr.close_notes = "Automatically Resolved due to resolution of associated problem: " + current.number;
        incidentGr.update();
    }

})(current, previous);

 Tried same in PDI its working please do give it a try,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang