change the incident state from resolved to in progress if the user submitted the survey

[mohammed-ahmad]

i have a requirement that if the user answered the question ( have your issue been resolved ? ) with no it should make the incident go from the resolved state to in-progress state , can anyone help me with this and if here is a solution with no scripting included that would be much better thanks 

[Harshal Aditya]

Hi @mohammed-ahmad  ,

Hope you are doing well.

I am not sure if this can be implemented without scripting.

But with after business rule you can definitely achieve the required outcome 

Write a after BR on asmt_assessment_instance table with proper conditions.

Please mark this response as correct or helpful if it assisted you with your question.

Regards,
Harshal

[mohammed-ahmad]

can you kindly guide me so i can achieve this requirement , if you can provide the script i will be much appreciated  

[Harshal Aditya]

Hi @mohammed-ahmad  ,

Please refer below script -

var getAnswer = new GlideRecord("asmt_assessment_instance_question");
	getAnswer.addEncodedQuery("instance="+current.sys_id);
    getAnswer.addQuery("metric","sys_id of metric"); // Replace with sys_id of the metric record i.e sys_id of question in the survey
	getAnswer.query();
	if(getAnswer.next()){
		if(getAnswer.value == "reopen"){ // replace with appropriate value
			var updateInc = new GlideRecord("incident");
			updateInc.get(getAnswer.task_id);
			updateInc.state = 3;  // replace with appropriate value of inprogress
			updateInc.update();
		}
	}

Please mark this response as correct or helpful if it assisted you with your question.

Regards,
Harshal