GlideRecord usage in business rules

[Tomas Linde]

Hi everybody i have a problem with this story, I am a junior Developer and now i start with the ServiceNow Certification and I need a little bit of your help for this Story:

As an ITIL User
I WANT that when an incident is closed (state changes to Closed), the system goes through active incidents with the same Short Description and add the following work note:
"Please note that incident " + [INCIDENT NUMBER] + " with the same Short Description has been closed"
So that similar incidents than the one that I am closing have additional information and may leverage the solution.

I know this is complete when active incidents with same short description than the incident that I am closing get a worknotes as mentionned in the story description. 

Thanks for your help.

[priyasunku · Accepted solution]

@Tomas Linde 

write an after business rule on incident table

condition: state changes to closed

script

var gr = new GlideRecord('incident');

gr.addActiveQuery('short_description',current.short_description);

gr.query();

while(gr.next())

{

gr.work_notes="Please note that incident  " +current.number+ "  with the same Short Description has been closed".

gr.update();

}

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful

[priyasunku · Accepted solution]

@Tomas Linde 

write an after business rule on incident table

condition: state changes to closed

script

var gr = new GlideRecord('incident');

gr.addActiveQuery('short_description',current.short_description);

gr.query();

while(gr.next())

{

gr.work_notes="Please note that incident  " +current.number+ "  with the same Short Description has been closed".

gr.update();

}

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful

[priyasunku · Accepted solution]

@Tomas Linde  if my answer helped you. please mark it as correct.

[Tomas Linde]

Thank you so much for the help.

[priyasunku]

@Tomas Linde please mark the answer as correct.