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

String · ‎05-09-2023

Thanks @Sandeep Rajput