Scenario help !!

[vidishaagarwal5]

When user opens any incident which has child incident then there should be message saying for assignee group members that "This incident is parent for INCXXXXXX", child incident needs to be resolved before resolving parent incident, how to implement this scenario?

[Ravi Gaurav · Accepted solution]

Hi @vidishaagarwal5 

Method 1 : Display BR with On Load Client Script

We can write display BR to check if current incident has any child incident. Store result in scratchpad object and access scratchpad in on load client script to show message accordingly.

Method 2 :On Load Client Script with GlideAjax

We can write onLoad Client SCript with GlideAjax and check if current incident has any child incidents in server side code.

let me know if you need Script!!

[Vishal_Jaiswal · Accepted solution]

Hi @vidishaagarwal5 ,

You can follow below to get the solution.

1) Create a Display business rule and use script below.

(function executeRule(current, previous /*, gs, script_include*/) {


    g_scratchpad.showChildIncidentMessage = false;

    // Check if the current user is a member of the incident's assignment group
    if (!current.assignment_group.nil() && gs.getUser().isMemberOf(current.assignment_group)) {

        var childIncidentNumbers = [];


        var grChild = new GlideRecord('incident');
        grChild.addQuery('parent_incident', current.getUniqueValue());
        grChild.addQuery('state', 'NOT IN', '6,7,8');   //use state value as per your requirement
        grChild.query();

        while (grChild.next()) {
            childIncidentNumbers.push(grChild.getValue('number'));
        }
        if (childIncidentNumbers.length > 0) {
            g_scratchpad.showChildIncidentMessage = true;
            g_scratchpad.childIncidentList = childIncidentNumbers.join(', ');
        }
    }

})(current, previous);

2) Create onLoad Client script on incident table and use below script.

function onLoad() {

    // Check the scratchpad variable set by the display Business Rule
    if (g_scratchpad.showChildIncidentMessage === true) {

        // Build the dynamic message
        var message = 'This incident is a parent for: ' + g_scratchpad.childIncidentList + 
                      '. Child incident(s) need to be resolved before resolving this parent incident.';

        // Display the message at the top of the form
        g_form.addInfoMessage(message);
    }
}

Regards,

Vishal

[Ankur Bawiskar]

@vidishaagarwal5 

you can create display business rule on your table with script like this

please enhance this as per your customer's requirement

(function executeRule(current, previous /*null on display*/) {

  // 1st check if your current incident has any open child incidents
  var childGR = new GlideRecord('incident');
  childGR.addQuery('parent', current.sys_id);
  childGR.addQuery('state', '!=', 6); // Assuming 6 = Resolved state
  childGR.query();

  if (childGR.hasNext()) {
    // Now check if the logged in user is member of the assignment group of the parent incident
    var userGroups = gs.getUser().getMyGroups();

    if (userGroups && userGroups.indexOf(current.assignment_group.toString()) !== -1) {

      // Now you can collect child incident numbers for message
      var childIncidents = [];
      while (childGR.next()) {
        childIncidents.push(childGR.number.toString());
      }

      var message = "This incident is parent for child incident(s): " + childIncidents.join(", ") + 
                    ". Child incident(s) need to be resolved before resolving the parent incident.";

      // Show info message on the form for assignee group members
      gs.addInfoMessage(message);
    }
  }
  
})(current, previous);

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@vidishaagarwal5 

Thank you for marking my response as helpful.

As per new community feature you can mark multiple responses as correct.

💡 If my response helped, please mark it as correct ✅ as well so that this helps future readers find the solution faster! 🙏

[Ravi Gaurav · Accepted solution]

Hi @vidishaagarwal5 

Method 1 : Display BR with On Load Client Script

We can write display BR to check if current incident has any child incident. Store result in scratchpad object and access scratchpad in on load client script to show message accordingly.

Method 2 :On Load Client Script with GlideAjax

We can write onLoad Client SCript with GlideAjax and check if current incident has any child incidents in server side code.

let me know if you need Script!!

[Ravi Gaurav · Accepted solution]

Sample Script :

Method 1: Display Business Rule + On Load Client Script

Display Business Rule (server-side)

• Table: incident

• When: display

• Script:

(function executeRule(current, g_scratchpad) { var childGR = new GlideRecord('incident'); childGR.addQuery('parent', current.sys_id); childGR.addQuery('active', true); childGR.query(); if (childGR.hasNext()) { g_scratchpad.hasChild = true; g_scratchpad.childNumber = childGR.number; // capture one example child INC } else { g_scratchpad.hasChild = false; } })(current, g_scratchpad);

On Load Client Script

• UI Type: All

• Script:

function onLoad() { if (g_scratchpad.hasChild) { var msg = "This incident is parent for " + g_scratchpad.childNumber + ". Child incident(s) must be resolved before closing the parent."; g_form.addInfoMessage(msg); } }

How it works:
The Display BR runs before the form loads and sets values in g_scratchpad. The client script reads them on load and shows the message.