Urgent help with UI Action to Resolve Child Incidents please - currently closing all

[jas101]

Good morning all.

I have a rather urgent plea for some assistance as I appear to have inherited a UI Action which does not appear to be working as expected. On click it should resolve any child incident, inserting predetermined comments. However it appears to be closing other (non-child) INCs. Below is the script in it's current form. Am I right to say the issue is most likely with this part from row 10?

var incident = new GlideRecord("incident");

incident.addQuery("current.parent_incident", "=", current.sys_id);

incident.addQuery("incident_state", "!=", "6");

      incident.addQuery("incident_state", "!=", "7");

incident.query(

function onSubmit_ResolveChild() {
   var   response = confirm('Resolve all child records?');
       if (!response)
           return false;
   //Call the UI Action and skip the 'onclick' function
         gsftSubmit(null, g_form.getFormElement(), 'resolvechild'); //MUST call the 'Action name' set in this UI Action 
}
var incident = new GlideRecord("incident");
incident.addQuery("current.parent_incident", "=", current.sys_id);
incident.addQuery("incident_state", "!=", "6");
       incident.addQuery("incident_state", "!=", "7");
incident.query();
while (incident.next()) {
       incident.incident_state.setValue(6);
       incident.active.setValue(false);
incident.close_code = current.close_code;
if (incident.close_notes.nil()) {
                 msg = "Resolution notes copied from Parent Incident";
                 if (current.close_notes.toString().indexOf(msg) == 0)
                       incident.close_notes = current.close_notes;
                 else
                       incident.close_notes = msg + ": " + current.close_notes;
           }
if (current.u_customer_visible_resolution_.nil()) {
                 msg = "We believe your issue was connected to a wider issue which has now been resolved, if this is not the case for yourself please contact the IT Service Desk.";
               incident.u_customer_visible_resolution_ = msg;
}
else
{
               incident.u_customer_visible_resolution_ = current.u_customer_visible_resolution_;
}
       incident.update();
       gs.print("Incident " + incident.number + ' resolved based on resolution of Parent Incident '+current.number);
}
gs.addInfoMessage("All child incidents have been resolved");
action.setRedirectURL(current);
action.setReturnURL(current);

Onclick: onSubmit_ResolveChild();

Condition of UI Action: Condtion: current.child_incidents != 0 && current.incident_state == 6 || current.incident_state == 7 && gs.hasRole("itil")

Many thanks in advance guys.

Daniel

[Kalaiarasan Pus · Accepted solution]

Replace

• incident.addQuery("current.parent_incident", "=", current.sys_id);  

With

• incident.addQuery("parent_incident", current.sys_id);  

[jas101]

Not entirely sure what I'd do without you and Victor at the moment! Big thanks Kalai. As a result of this answer, can I please ask:

If the line incident.addQuery("current.parent_incident", "=", current.sys_id);

was wrong, does this also mean the below are too?

incident.addQuery("incident_state", "!=", "6");  

incident.addQuery("incident_state", "!=", "7");  

[Kalaiarasan Pus]

Nope.. Those are alright.. You just needed to remove current. from the query.

[jas101]

Hi Kalai! Can you hide UI Actions based on Customer location (location is on the INC form and is auto populated)? In regard to this UI Action I need to hide it from users in 2 locations, the current UI Action condition is:

current.child_incidents != 0 && current.incident_state == 6 || current.incident_state == 7 && gs.hasRole("itil")

This works fine. However I am trying to add an extra condition so that when e.g. Montreal is the customer location it will not show the UI Action. I have tried adding the below to the end of the above condition but to no avail:

&& (gs.getUser().getLocation() != '183cb56889ee4d005f2c0203c80f60d6')

I also tried changing syntax to:

&& gs.getUser().getLocation() != ('183cb56889ee4d005f2c0203c80f60d6')

Although now I realise this is for logged in user not the customer! Looong day!

Thanks for any input on this.

Daniel