Auto close incident when All incident tasks are closed

[Jaya Chandra Re]

Hello Folks,

I have a requirement on incident form, i want to close incident automatically when all associated incident tasks are closed. How can we do this with scripting. i tried with After Business rule but my script not working as expected. any help would be appreciated.

[Mark Roethof]

Have you tried debugging your code?

- 2020-10-21 - Blog - Q: Help!!! My code is not working! A: Did you debug your code?

I'm just not sharing any copy/paste script since that won't learn you anything.

Have you also considered using Flow Designer? For your use case zero code would be involved.

[Ramz · Accepted solution]

HI @Jaya Chandra Re ,

Write a After Update BR on incident task table

when to run: state changes to closed complete

Script:

(function executeRule(current, previous /*null when async*/ ) {
    var inc_task = new GlideRecord('incident_task');
    inc_task.addQuery('incident', current.incident);//field where incident is captured
    inc_task.addQuery('active', true);//check if any tasks are active
    inc_task.query();
    if (inc_task.next()) {
        //do nothing
        //you can also print any info message if you want
    } else {
        var inc = new GlideRecord('incident');
        inc.addQuery('sys_id', current.incident);
        inc.query();
        if (inc.next()) {
            inc.state = 6; //close state
            inc.close_code = 'successful';
            inc.close_notes = "Auto-Closed based on Incident Tasks being Closed"; //while closing incident check if there are any mandatory fields and pass value to those so that the script works
            inc.update();
        }
    }

})(current, previous);

Please mark my answer helpful/correct if it resolved your query

Thanks!

[Jaya Chandra Re]

Hello Ramz,

Thanks a lot for helping, it's working as expected. 

one more issue i am facing - i have written After - Update BR  to create incident task when new incident created or inserted. if i will update anything in short description, instead of updating short description it created new incident task again. how to overcome this issue.

[Ramz]

If you want to create task only when incident is created/inserted then just give After Insert BR.

After Update triggers the business rule for each update you make in incident and hence when you update short description a new task will be created.

[Jaya Chandra Re]

Yaa got it.

 i tried with your script its working as expected and inc got closed after tasks closed. but i make some changes on my own to do in different way. but its not working below i am sharing my script. where i did mistake..?