Sow - Business Rule

[keerthana10]

Hi  Experts,  In Sow View , When an interaction is created and then converted to other ticket types such as incident, change, request and problem. When these tickets are complete, the interaction should also be marked as complete. 

I Created BR for this requirement but is not working. Please help me on this

Thanks

Script:

 if (current.state == 7) { 

        if (current.parent) {

            var parentGR = new GlideRecord('interaction');

            if (parentGR.get(current.parent)) {

gs.info("Found parent task: " + parentGR.number + ", State: " + parentGR.state);

                if (parentGR.state != 3) { 

                    parentGR.state = 3;

                    parentGR.update();

gs.info("Parent task closed: " + parentGR.number);

                } else {

gs.info("Parent task already closed.");

                }

            } else {

gs.info("No parent task found with sys_id: " + current.parent);

            }

        } else {

gs.info("Incident has no parent.");

        }

    }

}

[Ankur Bawiskar]

@keerthana10 

so what debugging did you do in that business rule?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@keerthana10 

you can use after update business rule on Task table.

Whenever INC/PRB/CHG is created from interaction, an entry is made into this table "interaction_related_record"

You can use this table to know which interaction to close when INC/PRB/CHG is closed

Business rule: task table

Condition: 

Script:

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

    // Add your code here
    var gr = new GlideRecord("interaction_related_record");
    gr.addQuery("task", current.sys_id);
    gr.query();
    if (gr.next()) {
        var interactionRec = gr.interaction.getRefRecord();
        interactionRec.state = 'closed_complete';
        interactionRec.active = false;
        interactionRec.update();
    }

})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[keerthana10]

Hi @Ankur Bawiskar ,

Thank you so much your response , This script is working as per expectation.  once again thankyou.

 I have one more question.-https://www.servicenow.com/community/developer-forum/sow-quick-links/m-p/3286535 , please help on this question also.