Business rule for when any task is open you cannot resolve the incident.

[The_Flash]

Business rule for when any open/unresolved task is available then you cannot change you incident state to resolved, it should throw error message.

[Pranav_Thanedar]

Hi @The_Flash ,

You can create a Before Update business rule and use the below scipt

    if (current.state == '6' || current.state == '7' || current.state == '8') {
        var getIncidentTaskRecord = new GlideRecord('incident_task');
        getIncidentTaskRecord.addQuery('incident', current.sys_id);
        getIncidentTaskRecord.addQuery('state', '!=', '3,4,7'); //States of incident task
        getIncidentTaskRecord.query();
        if (getIncidentTaskRecord.getRowCount() >= 1) {
			current.setAbortAction(true);
            gs.addErrorMessage('Please close all the incident tasks before attempting to close this incident');
        }
    }

Please note that the above incident and task states are as based on OOB incident configuration, you might need to change the state conditions accordingly. 

Please mark Helpful / Accept Solution so that it helps others with similar questions.

[Sonali Nimbalk1]

Hi @The_Flash,

Business rule

BR: Before Update

Condition: State Changes to Resolved

(function executeRule(current, previous /*null when async*/) {
   var incTask = new GlideRecord("incident_task");
		incTask.addQuery("incident",current.sys_id);
		incTask.addQuery("state!=3");
		incTask.query();
		if(incTask.next()){	
	                 gs.addErrorMessage(current.state+"Incident Task still not Resloved yet, please complete Incident Task first.");
			current.setAbortAction(true);
		}

})(current, previous);

Please hit like and mark my response as correct if that helps
Regards,
Sonali

[Community Alums]

Hello @The_Flash  ,

Business rule

BR: Before Update

Condition: State is one of Resolved, Closed, Canceled.

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

    var gr = new GlideRecord('incident_task');

    gr.addQuery('active', 'true');

    gr.addQuery('parent', current.sys_id);

    gr.query();

    if (gr.next()) {

        current.setWorkflow(false); //Use it only to prevent the message that the Incident has been resolved

        current.state = previous.state; // There are 2 Incident States and they need to be in sync. This one controls the display of the 'Close Incident' UI Action

        current.incident_state = previous.incident_state; // This is the displayed State field

        gs.addErrorMessage('Please close all the task before attempting to close this incident');

        gs.setRedirect(current);

        current.setAbortAction(true);

    }

})(current, previous);

@The_Flash , please mark my answer as accepted solution and helpful. If it works for u.

Thank you!

[The_Flash · Accepted solution]

My Solution:

When to Run : Before Update

Condition : State Changes to Resolved

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

// Add your code here

var taskstate = new GlideRecord('sc_task');

taskstate.addQuery('parent', current.sys_id);

taskstate.addEncodedQuery('state!=3');

taskstate.query();

if (taskstate.next()) {
gs.addErrorMessage("cannot resolve the incident because the task/s is not resolved");
current.setAbortAction(true);
gs.setRedirect(current);
}

})(current, previous);