If a ticket exists with the same short description that you have written in a new ticket, an alert message should come that this incident already exists and ticket should not get submitted.

[sachingawas]

If a ticket exists with the same short description that you have written in a new ticket, an alert message should come that this incident already exists and ticket should not get submitted. How can we do this

[Pradeep Sharma]

Hi Sachin,

You can write a client script+ GlideAjax or the business rule which will abort the record submission.

Please let me know if you have any questions.

[Pradeep Sharma · Accepted solution]

Hi Sachin,

Please refer the below script. You can write a business rule with the below script.

function onBefore(current, previous) {

   var gr = new GlideRecord('incident');

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

   gr.query();

   while(gr.next())

   {

   gs.addInfoMessage('Ticket already exists'); //Change the message as per your req.

   current.setAbortAction(true); //aborts the record

   }

}

I hope this helps