Close all related Case Tasks when the case is resolved

[Raj Rajakumaran]

Hi,

We have a requirement where all related case tasks(sn_customerservice_task) should be auto closed when its parent case(sn_customeservice_case) is resolved OR not letting the agents to resolve the case until all its related case tasks are closed. 

On the community site I found something similar for Incident and its related Incident tasks where they have achieved it with a BR, I have tried using the same BR logic and edited according to the case and case task table but it doesn't work.

Appreciate if you could provide some BR script which could work.

[Gangadhar Ravi · Accepted solution]

Hi @Raj Rajakumaran 

You can add something like below 

// Business Rule Script

var caseTasks = new GlideRecord('sn_customerservice_task');
caseTasks.addQuery('parent', current.sys_id); 
caseTasks.addQuery('state', '!=', 'closed');  
caseTasks.query();

if (caseTasks.hasNext()) {
    gs.addErrorMessage('The case cannot be resolved until all related tasks are closed.');
    current.setAbortAction(true);  
}

Please mark my answer correct and helpful if this works for you.

[Raj Rajakumaran]

Thank you both @aizawaken @Gangadhar Ravi 

@aizawaken that's fine, now I understand the logic better, thank you 🙂

[Raj Rajakumaran]

BR Script

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

    var recObj = new GlideRecord('sn_customerservice_task');

    recObj.addQuery('parent_case', current.sys_id);

    recObj.addQuery('state', '!=', 'closed');

    recObj.query();

    if (recObj.hasNext()) {

    gs.addErrorMessage('The case cannot be resolved until all related tasks are closed.');

    current.setAbortAction(true);  

}

})(current, previous);