Need clear 'closed' and 'closed by' by fields

[swarish]

Hello Guys,

While reopening incident from java application 'incident state' is updated to 'In Progress' but 'closed' and 'closed by' fields not getting clear.

My JSON Object is below.

{  

"active": "true",

"state" :"2",

"incident_state": "9",

"closed_by":" ",

"u_approval":" ",

"closed_at" :" "

}

API : https://******dev.service-now.com/api/now/table/incident/8346940f0f52320039e8348ce1050e13

Method Type : PUT

Please let me know, If am doing any thing wrong.

Thanks,

Rishikesh Kashid

[brendanwilson84]

A on change client script should work

On change field name "state"

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading) {

  return;

}

if ( newValue == '''In Progress" ) {

  g_form.setValue('closed','');

  g_form.setValue('closed_by','');  

  return;

}

[swarish]

Hello Brendan Wilson,

I wont need script. Am using API for reopening incident.

I have integrated service-now in my java application.I want same behavior at both side.

May be i do not have access to clear fields 'closed' and 'closed by'.

Thanks,

Rishikesh

[Jim Coyne]

What you should do is create a new "onBefore" Business Rule that would clear the fields.   This way the logic remains in ServiceNow and a Business Rule will run whether the update was done manually by a user logged into ServiceNow or through an integration (like yours).

Here is what your Business Rule would look like:

You may have to change the conditions a bit based on your use cases.

[Alikutty A]

Hi Rishikesh,

This is something that needs to be performed on the target table as a result of reopen and not using the web services. You should write a before business rule on incident table when state changes to In progress and set the 2 fields to empty (clear them off).

Thanks

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