when problem ticket closed then related incidents close automatically

divya123 · ‎04-02-2017

when problem ticket closed then related incidents tickets should close automatically, i write below code but that is not working, kindly help me with your suggestions. (function executeRule(current, previous /*null when async*/) { var gr =new GlideRecord('incident'); gr.addQuery('problem_id',current.sys_id); gr.query(); if(gr.next()){ gr.state= '6'; gr.close_code= Solved('Work Around'); gr.close_notes= resolved; gr.update(); } })(current, previous); Thanks

amlanpal · ‎04-02-2017

Hi Divya,

You need to create/modify a after Update Business rule in the Problem ('problem') table with the Conditions and script as per below screenshot. I have tested the code and is working in my instance. Would like to request you to give it a try and let me know.

For your simplicity, I'm providing the code here:

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

var gr = new GlideRecord('incident');

gr.addActiveQuery(); //Cross check only active incidents

gr.addQuery('problem_id', current.sys_id);

gr.query();

while(gr.next()){

gr.state = '6';

gr.close_code = 'Solved (Work Around)';

gr.close_notes = 'The incident is Resolved as the Related Problem is Closed/Resolved';

gr.update();

}

gs.addInfoMessage('The Incident'+ gr.number+' is Resolved');

})(current, previous);

I hope this helps.Please mark correct/helpful based on impact

View solution in original post

avinash sabnive · ‎11-04-2020

Use this for your requirement and this will help.

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

var gr = new GlideRecord('incident');

gr.addActiveQuery(); //Cross check only active incidents

gr.addQuery('problem_id', current.sys_id);

gr.query();

if (gr.next()) {

if(current.state=='107'){

gr.state = '6';

gr.close_code = 'Solved (Work Around)';

gr.close_notes = 'The incident is Resolved as the Related Problem is Closed/Resolved';

gr.update();
}

}

//gs.addInfoMessage('The Incident'+ gr.number+' is Resolved');

})(current, previous);

hope it helped you.

sunil kumar11 · ‎07-25-2022

Hi Amlanpal,

Only for New State yet I am unable to resolved the incident automatically.

For in progress, assainged its working

VRNR · ‎07-12-2018

Hi All,

I want to close problem task as well (p_task) which was created for the parent problem.may i know how can i achieve this?

Regards,

ram