Auto close incident when All incident tasks are closed

Jaya Chandra Re · ‎04-27-2024

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.

Ramz · ‎04-27-2024

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!

View solution in original post

Ramz · ‎04-27-2024

In your script under if statement change the variable name of updation

inc.update() to Inc_Gr.update();

Also remove the else part it is not needed

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

Jaya Chandra Re · ‎04-27-2024

It's my fault. After updating its working fine.