Incident and interaction closure

[Nawal]

Hello

I have an issue, when I close an incident, the interaction related to that incident does not close, where do I check this please.

[Anurag Tripathi]

You can write a business rule to do so.

After update business rule On the interaction table

Condition: Parent is not empty, assuming parent is the field how you map incident and interaction

AND Interaction state <changes to> closed

Script: 

var gr = new GlideRecord('incident')
gr.addQuery('sys_id', parent,sys_id);
gr.query();
if(gr.next())
{
gr.incident_state = 3;
gr.update()
}

PS: This is all example, be sure you check that you use the right field names . Also you will need to check if there are more than one interactions associated to incident, then all must be closed before you close the incident.

-Anurag

[Nawal]

Hello Anurag, 

Thank you for your answer.

Actually, for one interaction i can have one or many incident or request attached to this interaction.

The interaction must be closed if all incident and req are closed.

we tried this BR but unfortunately it s not working 😞

(function executeRule(current, previous /*null when async*/) {
   var result = [];
   var array = [];
   var ref = [3];
   var gr = new GlideRecord ('task');
   gr.addQuery('u_interaction',current.u_interaction);
   gr.query();
   while (gr.next())
       {
       array.push(gr.state);
       }
if(array.length > 0)
       {
            for(var i=0;i<array.length;i++)
        {

             var arrayUtil = new ArrayUtil();
             if(arrayUtil.indexOf(ref, array[i])==-1)
            {
                       result.push(array[i]);
             }
        }
        }

             if(result.length == 0)
         {

                  var inter = new GlideRecord ('interaction');
                    inter.addQuery('sys_id',current.u_interaction);
                   inter.query();

                    if(inter.next())
                   {
                                inter.state='closed_complete';
                                 inter.update();
           }
             }
                     })(current, previous);

[Anurag Tripathi]

Hi,

Keep request and incident separately. Lets do it for Incident and then you can repeat the same for Request.

From what I understand, One interaction can be associated to many incidents.

Can one incident have more than 1 interaction?

-Anurag

[Nawal]

Hi,

No, an incident can be associated to only one interaction