to close the incidents related to problem when problem is closed

[Kushagra33]

so i have a BR that i need to execute, the complete problem statement is:

 Write a business rule to resolve all the incidents associated with a problem ticket whenever the problem is Closed. Please copy the Fix Notes from Problem ticket to Incident Resolution Notes.

i have used after business rule with condition that state changes to closed on the problem table with this script:

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

// Add your code here
var gd = new GlideRecord('incident');
gd.addQuery('problem_id', current.sys_id);
gd.query();
while(gd.next()){
gd.setValue('state','7');
gd.update();
}

})(current, previous);

can someone explain me the missing step as this isn't working, and an explanation too

[Aman Kumar S · Accepted solution]

Hi @Kushagra33 ,

Hope your BR is After - Update - BR

Try below script:

I tried your script in a abackground script and this is the error that I received:

*** Script: INC0000048: State changed (On Hold->Closed), setting task to inactive
Slow business rule 'mark_closed' on incident:<span class = "session-log-bold-text"> INC0000048</span>, time was: 0:00:00.350
Slow business rule 'mark_resolved' on incident:<span class = "session-log-bold-text"> INC0000048</span>, time was: 0:00:00.295
Background message, type:error, message: Data Policy Exception: 
	The following fields are mandatory: Resolution code, Close notes
*** Script: INC0000046: State changed (New->Closed), setting task to inactive
Slow business rule 'mark_closed' on incident:<span class = "session-log-bold-text"> INC0000046</span>, time was: 0:00:00.215
Slow business rule 'mark_resolved' on incident:<span class = "session-log-bold-text"> INC0000046</span>, time was: 0:00:00.126
Background message, type:error, message: Data Policy Exception: 
	The following fields are mandatory: Resolution code, Close notes 

In order to close the incident you will need to Set the Resolution code and close notes as well .

Add the lines for that in your script and it would work.

var gd = new GlideRecord('incident');
gd.addQuery('problem_id', current.sys_id);
gd.query();
while(gd.next()){

gd.setValue("close_code", '');// pick a appropriate close code here

gd.setValue("close_notes", current.getValue("close_notes"));

gd.setValue('state','7');

gd.update();
}

[Valmik Patil1 · Accepted solution]

Hello,

Please visit below two links which can help you in above case

https://www.servicenow.com/community/developer-forum/when-problem-ticket-closed-then-related-inciden...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743796

Please let me know if you need any other help

Thanks,

Valmik Patil