Check is there any parent INC while resolving: If yes then check state of parent INC

[Pawan Kumar Rai]

Can anyone please suggest how to do below task:

When user set value of state field to resolved then do this: -

Check whether current incident has value in parent field

- If yes, then check whether state of parent incident is resolved / closed. (If yes then allow user to save the record)

- If above condition is false then display error message that "Parent ticket should be closed before closing child ticket"

[Clara Lemos]

Hi @Pawan Kumar Rai ,

You can create a Business Rule with condition : State Changes to Resolved

In the advanced tab you can add a script like this:

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

var parentIncident = current.parent_incident;

var link = '<a href="' + current.getLink() + '">' + current.getDisplayValue() + '</a>';

if (parentIncident != '' && parentIncident.state != '6' && parentIncident.state != '7') { // verifies that there is a parent incident associated and the parent state is not Resolved/Closed

gs.addErrorMessage("Parent ticket should be closed before closing child ticket");

current.setAbortAction(true);

} else {

gs.addInfoMessage(gs.getMessage('Incident {0} has been resolved', link));

}

})(current, previous);

When an incident is resolved there is another business rules that runs OOTB : "Caller Close"

So I commented the lines 9 and 10 in this business rule and added the 'Incident {0} has been resolved' message in my business rule, so that you don't get duplicated Messages in your form.

Let me know in case I didn't get you requirement correctly and if this was helpful please mark my answer as correct 🙂

Cheers

[Eswar Chappa]

Hi @Pawan Kumar Rai Write a before business rule on incident table with update operation and in the script condition please use the below code:

function executeRule(current, previous /*, g */) {
// Check if there is a parent incident
if (current.parent) {
var parentIncident = new GlideRecord('incident');
if (parentIncident.get(current.parent)) {
var parentState = parentIncident.getValue('state');
gs.info('Parent Incident (' + parentIncident.number + ') state: ' + parentState);
}
}
})(current, previous);

Thanks & Regards,

Eswar Chappa

Mark my answer correct and Helpful if this helps you 😀

[Hemanth M1]

Hi @Pawan Kumar Rai ,

you don't have to write a single line of code , Condition builder are more powerful than we think , Use Business rule condition builder as below

1)when to run:

2)Action:

Output:

[Pawan Kumar Rai]

Not getting "Parent incident State" in filter option....What to do?.

Thanks for above solution.