Can we restrict incident ticket while incident task is open

String · ‎05-08-2023

We are manually resolving the incident ticket ,but can we restrict the incident ticket to not to resolve while incident tasks are in open state /work in progress

Please suggest the best pratices

Sandeep Rajput · ‎05-09-2023

@String Here is the BR which you need to create to restrict the incident from changing the state to Resolved if there associated open/work in progress tasks.

Here is the script.

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

	// Add your code here
	var glideIncidentTask = new GlideRecord('incident_task');
	glideIncidentTask.addEncodedQuery('incident='+current.sys_id+'^stateIN1,2')
	glideIncidentTask.query();
	if(glideIncidentTask.hasNext()){
		current.setAbortAction(true);
		gs.addErrorMessage('This incident has incident tasks which are either in opened or work in progress state.');
	}

})(current, previous);

Please mark this answer correct and helpful if it manages to address your requirement.

View solution in original post

OlaN · ‎05-08-2023

Hi,

Yes you can do that, for example by creating a business rule that checks for open task before allowing to change the state to resolved.

But one question;

How will a caller react if they are unable to self-close their incident because it still has open incident tasks (and they can't see the tasks) ?

String · ‎05-09-2023

Hi @OlaN thanks for your quick reply,Can we throw an error window message like ,"so and so Incident tasks are open ,Please check with admin" !

OlaN · ‎05-09-2023

In that case I would instead suggest that the business rule only runs for specific roles, such as ITIL-users.

And still allow for callers/end users to have the ability to self-close their incident.

String · ‎05-09-2023

Okay @OlaN am trying the below code in BR but ticket is getting resolved

var sysid = current.sys_id;

var target = new GlideRecord('incident_task');
target.addEncodedQuery("stateIN1,2^incident="+sysid); //1 open 2 wIP
target.query();

if (target.getRowCount() != 0) {

gs.addErrorMessage("Inc Task is open ,So we can't resolve ticket .Please contact admin");

}

Please guide me