Move PTask created in the Problem Ticket to Work in Progress state

[kamblepooja]

I want to move all the PTask created in the Problem Ticket to Work in Progress state once the Problem Ticket was approved by the Problem Approver - Fix in progress state.

[Nilesh Pol]

@kamblepooja To achieve this, you can use a AFTER business rule to automatically update the state of all PTasks associated with a Problem Ticket once the Problem Ticket is approved and moves to the "Fix in Progress" state. Here's a step-by-step guide on how you can set this up:

navigate to Business rule->New.

Give the proper name, and select problem table.

checked the advanced checkbox.

when to run: Set after, to ensure the BR runs after the problem is updated.

condition: current.state == 'Fix in Progress' && current.previous.state != 'Fix in Progress'

Script:

(function executeRule(current, previous /*null when async*/) {
var pTaskGR = new GlideRecord('task'); // Assuming PTasks are stored in the 'task' table
pTaskGR.addQuery('problem_id', current.sys_id); // Link PTasks to the current Problem Ticket
pTaskGR.addQuery('state', '!=', 'Work in Progress'); // Only update tasks not already in 'Work in Progress'
pTaskGR.query();

while (pTaskGR.next()) {
pTaskGR.state = 'Work in Progress'; // Set the state to 'Work in Progress'
pTaskGR.update();
}
})(current, previous);

Save the business rule and ensure it is activated.

This business rule will automatically update the state of all PTasks associated with a Problem Ticket to "Work in Progress" once the Problem Ticket is approved and moves to the "Fix in Progress" state.

[BhavaniYamsani]

Hi @kamblepooja ,

Create a BR

Table: problem
When: after
Insert: false
Update: true
Delete: false
Advanced: true

Condition:
State changes to Fix in Progress

script:

// Run only when Problem moves to Fix in Progress
if (current.state.changesTo(3)) { // 3 = Fix in Progress (verify in your instance)

var ptaskGR = new GlideRecord('problem_task');
ptaskGR.addQuery('problem', current.sys_id);
ptaskGR.addQuery('state', '!=', 2); // 2 = Work in Progress
ptaskGR.query();

while (ptaskGR.next()) {
ptaskGR.state = 2; // Work in Progress
ptaskGR.update();
}
}

Please mark as helpful if this gives you the answer. 

Thanks
Yamsani Bhavani
ServiceNow Developer

[Ankur Bawiskar]

@kamblepooja 

so what did you start with and where are you stuck?

[kamblepooja]

Hi @Ankur Bawiskar ,
There is a workflow for this and we need to modify that flow as per the requirement. Please see the attach Snipet below:
Could you please guide as per the requirement where should we do the necessary changes and what changes required.