business rule

[sola2]

Does anyone know how can you prevent an incident from getting submit if the current caller already has an active ticket with the same description?

[Community Alums · Accepted solution]

Hi @sola2 ,

I tried your probem in my PDI and it works for me please refer below steps 

1. Create Before Business rule and insert is checked 

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

	// Add your code here
	var gr = new GlideRecord('incident');
	gr.addQuery('caller_id',current.caller_id);
	gr.addQuery('description',current.description);
	gr.query();
	if(gr.next())
	{
		gs.addErrorMessage('Caller is assgined to same incident before. Please check before creating');
		current.setAbortAction(true);
	}

})(current, previous);

Result 

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

Thanks and Regards 
Sarthak

[Krushna R Birla · Accepted solution]

Hi @sola2 

To achieve this requirement, you need to create before insert business rule. Please refer below snapshots for your reference,

Use below code,

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

    var grInc = new GlideRecord('incident');

    grInc.addQuery('caller_id', current.caller_id);

    grInc.addQuery('description', current.description);

    grInc.query();

    if (grInc.next()) {

        gs.addErrorMessage("You can't create incident as there is other active incident present with same desciption");

        current.setAbortAction(true);

    }

})(current, previous);

Also, just to add for your information, it's not a good practice to add this kind of requirement, as customers/end users may encounter the same issue repeatedly. Therefore, we should not restrict creating incidents.

This will definitely helps you to resolved your issue. Let me know in case you need to understand the flow or you can DM on LinkedIn.

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,
Krushna Birla

[sola2]

Hello @Seraj, thank you for your assistance.  Do you know how could we include the ticket number of the already existing ticket with those conditions?  so it says: 'INC# already exist with caller and description, please update your current ticket'

[Bert_c1]

Use:

gs.addErrorMessage('Incident ' + gr.number + ' Desc: ' + gr.short_description + ' already exist with caller and description. Please update your current ticket.');

 in Seraj's script. or use gr.description instead of gr.short_description in the above if you want that field's value.

[Seraj · Accepted solution]

Hi @sola2 

Just you need to modify the message within if loop statement

Just paste this script:

gs.addErrorMessage(gr.number+' Already exist with caller '+gr.caller_id.getDisplayValue()+' and Description -  '+gr.description);
		current.setAbortAction(true);

 

Best Regards

Seraj

[Community Alums · Accepted solution]

Hi @sola2 ,

I tried your probem in my PDI and it works for me please refer below steps 

1. Create Before Business rule and insert is checked 

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

	// Add your code here
	var gr = new GlideRecord('incident');
	gr.addQuery('caller_id',current.caller_id);
	gr.addQuery('description',current.description);
	gr.query();
	if(gr.next())
	{
		gs.addErrorMessage('Caller is assgined to same incident before. Please check before creating');
		current.setAbortAction(true);
	}

})(current, previous);

Result 

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

Thanks and Regards 
Sarthak

[Krushna R Birla · Accepted solution]

Hi @sola2 

To achieve this requirement, you need to create before insert business rule. Please refer below snapshots for your reference,

Use below code,

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

    var grInc = new GlideRecord('incident');

    grInc.addQuery('caller_id', current.caller_id);

    grInc.addQuery('description', current.description);

    grInc.query();

    if (grInc.next()) {

        gs.addErrorMessage("You can't create incident as there is other active incident present with same desciption");

        current.setAbortAction(true);

    }

})(current, previous);

Also, just to add for your information, it's not a good practice to add this kind of requirement, as customers/end users may encounter the same issue repeatedly. Therefore, we should not restrict creating incidents.

This will definitely helps you to resolved your issue. Let me know in case you need to understand the flow or you can DM on LinkedIn.

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,
Krushna Birla