SNC - ITIL - Close Related for Incidents

shane_davis · ‎03-06-2017

I am looking at the OOB business rule "SNC - ITIL - Close Related" on the incident table. My need is that when an incident is closed, it NOT close child Incident Tasks. I'm not sure how to tell this script to ignore child INC Tasks though. Any help is appreciated! Thank you.

When: After; Insert; Update

Condition: current.isValidRecord()

Script:

//
// Close any child incidents
//
if (current.active.changesTo(false)) {
     closeRelatedTasks(current);
}

Alikutty A · ‎03-06-2017

You are correct on the first part.

Deactivate the OOB business rule on incident table and create a copy of it.

Modify its code as given (Code is taken from the related global business rule)

if (current.active.changesTo(false)) {

closeIncident(current);

}

function closeIncident(me) {

var incident = new GlideRecord('incident');

if (incident.isValidField('parent_incident'))

incident.addQuery('parent_incident', me.sys_id);

else if(incident.isValidField('parent'))

incident.addQuery('parent', me.sys_id);

else

return;

incident.addActiveQuery();

incident.query();

while (incident.next()) {

var msg = gs.getMessage("Incident '{0}' closed based on closure of task '{1}'", [incident.number, me.number]);

gs.print(msg);

incident.incident_state.setValue(IncidentState.CLOSED);

incident.active.setValue(false);

incident.comments = msg;

var notes = incident.close_notes.getDisplayValue();

notes = notes + '\n' + msg + '\n\n' + me.close_notes;

incident.close_notes.setValue(notes);

incident.close_code.setValue(me.close_code);

incident.update();

}

//Sorry script not formatted

Thanks

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View solution in original post

karthik73 · ‎03-06-2017

Have you tried commenting the closeRelatedTasks(current);?

Alikutty A · ‎03-06-2017

Hi Shane,

You need to just deactivate the business rule on incident table and it wont close child incidents when the parent incident is closed.

Thanks

PS: Hit like, Helpful or Correct depending on the impact of the response

shane_davis · ‎03-06-2017

Alikutty,

I only want it not to close Incident Task [incident_task] tickets. It should continue to close child incidents and any other task type that may be related. Thank you for your help.

Shane

Alikutty A · ‎03-06-2017

The business rule on the incident table calls the function "closeRelatedTasks()" which is present in the global table BR(SNC - ITIL - Close Related). You should not modify its code as it is used be other tables.

I suggest you copy the code from the global table BR (function closeIncident()) and modify it to remove incident_task table from the query. Please try and let me know.

Thanks

PS: Hit like, Helpful or Correct depending on the impact of the response