Auto resolve all related incidents when a Change is closed

[Tamil5]

Hi All,

I would like to auto resolve all the related incidents when a Change is moved to closed state.

Is it possible ? can anyone share some ideas.

Thanks

[Andrew Barnes -]

Greetings Tamil,

 You can use a flow, a workflow, or a business rule to handle this. You will need to query for the related incidents and close them. If you use a BR you will need to script your query - active=true^rfc=current.getValue('sys_id') 

-Andrew Barnes
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[Ian Mildon · Accepted solution]

This is a variation on a business rule I had used for Problem to resolve related incidents, it should do the trick for you; or at least point you in the direction.

if (current.state.changesTo(3)) {
	notifyRelatedIncidents(current);
}

// 
// Notify any incidents that are related to the current change
//
function notifyRelatedIncidents(me) {
var incident = new GlideRecord("incident");
incident.addQuery("rfc", "=", me.sys_id);
incident.query();
while (incident.next()) {
	if (incident.active == true){
	var msg = "Associated change request " + me.number + ' closed with the following close notes.\n' + 'Close Notes:\n' + me.close_notes;
	if(incident.state != 6,7){
	    incident.state.setValue(6);
	    }
	        incident.work_notes = msg;
	        incident.update();
	    }
	}
}

[Dubeyshubh]

Hi Tamil5 ,

Try this code in Business Rule and take Change request table and in the condition make sure state would be closed.

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

// Add your code here

var gr = new GlideRecord('incident');
gr.addQuery('rfc=',current.sys_id);
gr.query();
while(gr.next()){
if(gr.active == true){
gr.state = '7';
gr.close_notes = "resolved by caller";
gr.close_code = "known error";
gr.update();

}
}

})(current, previous);