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]

Cool. Then you want to close the all incident when the interaction is closed

The below should be a BR on Interaction (running after update, condition: interaction state changes to closed)

var gr = new GlideRecord('incident')
gr.addQuery('u_interaction.sys_id', current.sys_id);
gr.addQuery('active', true)
gr.query();
while(gr.next())
{
gr.incident_state = 3;
gr.comments = 'Interaction Closed'; //optional
gr.update()
}

-Anurag

[Nawal]

Thank you Anurag,

for example those are attached 

to this Interaction

 

if states of both incident and req passed to close ==> interaction state = closed 

[Anurag Tripathi]

Im Sorry , im confused. Park request for now and talk about incident

What is closing what?

Interaction is closing incident or incident should close interaction?

[Nawal]

Incident should close interaction 🙂

[Anurag Tripathi · Accepted solution]

Ok,

Then the BR is on Incident table. After - Update

Condition: incident is closed

Script:

ar gr = new GlideRecord('interaction'); //check table name
gr.addQuery('sys_id', current.u_interaction);
gr.addQuery('active', true);
gr.query();
while(gr.next())  //if there is only 1 interaction, you can use if instead of while
{
gr.state = 3; //check closure state value
gr.comments = 'Interaction Closed'; //optional
gr.update();
}