Prevent Incident Resolved if child task active (Jakarta)

[James Blight]

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]

Hi ashutoshm1

SetRedirect = gs.setRedirect(current); has the same effect as the gs.redirect(current); = none, no change. Form still on page with the 'not saved' resolved state and the 'Close' UI action usable as described above.

Perhaps this method is also effected by KB0539962, as in cant use it with an abort.

[Ashutosh Munot1]

Can I See your code James, What exactly you are doing?

Thank you,

Ashutosh

[James Blight]

Sure, it is below:

(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);

//current.state = previous.state;

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

current.setAbortAction(true);

//gs.setRedirect(current);

}

})(current, previous);

The commented out lines are the 'idea's' tested, plus a screenshot of the BR conditions below:

[Ashutosh Munot1]

Hi James,

Let me try this into my instance. Will get back to UI.

Just to confirm: This BR is for when you change state value from Drop Down.

From UI Action do you me to check that also.

Thank you,
Ashutosh

[James Blight]

Thanks Ashutosh - be interesting to see if you get the same results.

I would check the UI action also, see if the same results.