Incident state should be resolved if the Problem state is resolved

[Tuhina Sharma]

Hi Everyone, 

My requirement was to make the assign to field not mandatory if the incident state is on hold and the on hold reason is "Awaiting Problem", I create a UI Policy and this requirement is working fine. But once I add the incident which is in on hold state to the Problem and change the Problem state to resolve the Incident state is still in On-hold. But if the "assign to" field is not empty then the incident getting resolved with the problem.

I created a business rule it is only working if the assigned to state is not empty. But the incident should be closed once the problem is closed if the assign to is filled or not doesn't matter.

I checked data policies, other BR conflicting or not but nothing found. 

Could you please help me on this.

Thanks in advance.

[Saloni Suthar]

Please share your script.

[Tuhina Sharma]

@Saloni Suthar 

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

    var problemGr = new GlideRecord('problem');

    //if (problemGr.get(current.problem_id)) {

    problemGr.addQuery('sys_id', current.problem_id);

    problemGr.query();

    while(problemGr.next()) {

        if (problemGr.state == '4') {

            gs.info('Problem state is Resolved or Closed for incident: ' + current.number);

            current.state = '6';

            current.close_code = problemGr.close_code;

            current.close_notes = problemGr.close_notes;

            //current.assigned_to = problemGr.assigned_to;

            current.update();

        }

    }

})(current, previous);

[Saloni Suthar]

@Tuhina Sharma 

Your business rule has to be on the problem with the condition when the problem state changes to resolved. You need to reverse your logic in the script too.

[Amit Verma]

Hi @Tuhina Sharma 

Try with the below updated Business Rule :

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

	// Add your code here
	var incGr = new GlideRecord('incident');
	incGr.addQuery('problem',current.sys_id);
	incGr.query();
	while(incGr.next()){
		incGr.state = '6';
		incGr.close_code = 'Resolved by problem';
		incGr.close_notes = current.close_notes;
		incGr.update();
	}

})(current, previous);

Thanks and Regards

Amit Verma