Prevent Incident Resolved if child task active (Jakarta)

James Blight · ‎12-05-2017

Hi all,

I know this question has been asked several times and is covered on the wiki, but 'How to prevent an incident record being resolved or closed if a child task is still open'.

Sure I have done this fine in the past, and reread the below links:

http://wiki.servicenow.com/index.php?title=Prevent_Closure_if_Child_Task_is_Active#gsc.tab=0

how can i made related list field like if state of change task is closed then only one can close the...

https://community.servicenow.com/thread/279369

Prevent Incident Resolution When Tasks Are Still Open

Preventing Resolve or Close when Incident or Change Request has open Tasks

https://www.servicenowguru.com/scripting/stopping-record-submission-servicenow/

Don't close incidents when incident tasks are open

Which all use the same method of doing a glide over the child table using the parent (current) sys_id to check for active=true records, then using setAbortAction.

Code from my own 'before update' BR below, condition 'State changes to Resolved', order 100:

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

var target = new GlideRecord('incident_task');

target.addQuery('active','true');

target.addQuery('parent',current.sys_id);

target.query();

if (target.next()) {

current.setWorkflow(false);

gs.addInfoMessage('Please close child task');

current.setAbortAction(true);

}

})(current, previous);

Except, in the customer instance, and my own OOTB local dev instance the state of the incident on the form still shows as Resolved to the user (but has not been saved to the database), and the close ui action is usable:

So I thought add a line of current.state = previous.state; in there, so at least the state is back to how it was before and although that fixes the state showing as resolved issue, the 'Close Incident' UI action is still there (extra bonus on the customer instance, the OOTB 'Caller Close' BR is also firing showing the message 'Incident xxx has been resolved).

Another idea was to add a line of gs.redirect(current); to force the form to reload, but that seemed to have no effect.

Then I found out there is a known error about using it in this way: ServiceNow KB: gs.setRedirect() in combination with current.setAbortAction(true) not executed (KB053...

My question is - has this changed in Jakarta so it no longer works? As on other threads I can see people using the exact same code for the same use case with no issue.

Or is there an alternative method?

Thanks

James

James Blight · ‎03-16-2019

Hi Ashutosh,

Just saw this is still open when logged in for something else.

I think towards the end of this thread I had raised it with ServiceNow, mainly so they update the example in the docs.

They replied back advising to use the below in a before BR, which worked:

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

var gr = new GlideRecord('incident_task');
gr.addQuery('active','true');
gr.addQuery('parent',current.sys_id);
gr.query();
if (gr.next()) {
   gs.addInfoMessage('This Incident cannot be resolved as there is or are active child Incident Tasks. Please close them first');
   //current.setWorkflow(false); >>> Use it only to prevent the message that the Incident has been resolved
   current.incident_state = previous.incident_state; // There are 2 Incident States and they need to be in sync. This one controls the display of the 'Close Incident' UI Action
   current.state = previous.state; // This is the displayed State field
   current.setAbortAction(true);
   gs.setRedirect(current);
}

})(current, previous);

I think either your example, or something I had done had worked before getting this reply anyway but posted here for anyone else who may find useful

Thanks

James

View solution in original post

sushant007 · ‎12-05-2017

ohk lets try to understand first how state changed to resolved on UI and not in DB (this may be because of BR working fine).

How are you resolving the incident ? using UI action? if Yes, that should have some client side scripting which needs to be handled.

or is there any other way?

sushant007 · ‎12-05-2017

jamesblight

if you are trying to resolve the incident from UI action (getting a strong feeling of UI action use );

you can write Business rule logic in same UI action in 2 ways:

1) when there are active child incident task ; dont show the UI action itself (can be handled in condition and with the help of script include)

or

2) if you want to show the UI action then check on if there are any child active incident task present (use same code as business rule) and if found, throw error message and terminate the transaction.

James Blight · ‎12-05-2017

Hi again, was in a meeting.

Resolving the incident either via the state choice list, or the OOTB Resolve UI action have the same results - record on screen with the state of 'resolved', but a refresh shows it has not actually been set to resolved. So altering the UI action may fix for the button pushers but the customer instance also has the ability to use the choices.

ashutoshm1 - you mention an additional redirect on the current form so it gets refreshed, is this what I was trying to do with gs.redirect(current); but it has no impact.

Ashutosh Munot1 · ‎12-05-2017

Use SetRedirect.

Thank you,
Ashutosh

Ashutosh Munot1 · ‎12-05-2017

In UI Action this is helpful:

action.setRedirectURL()