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

[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