Query Related to Business Rule

[prakharbt20]

"When an incident is resolved, if it is linked to a problem, the system should check if all other
related incidents are also resolved and then automatically resolve the problem after saving."

This is a scenario, How can i do this scenario give me the right code to implement it.

Note: Don't tell me the AI-related code.

[TharaS657398130 · Accepted solution]

Create a after update Business rule

Condition : State changes to Resolved

Script : 

if (current.problem_id.nil()) {
return;
}

var p = new GlideRecord('problem');
if (!p.get(current.problem_id)) {
return;
}

var i = new GlideRecord('incident');
i.addQuery('problem_id', current.problem_id);
i.addQuery('state', '!=', 6);
i.addQuery('sys_id', '!=', current.sys_id); 
i.query();

if (!i.hasNext()) {
p.state = 6; 
p.close_code = 'Solved (Permanently)';
p.close_notes = 'Auto-resolved as all related incidents are resolved';
p.update();
}

Do let me know if you need any explanation of the code

[Ankur Bawiskar · Accepted solution]

@prakharbt20 

ideally it happens reverse

When PRB is closed then related INCs associated to this PRB are closed

This happens with OOTB BR "SNC - ITIL - Close Related"

Close related Incidents upon closing a Problem 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[TharaS657398130 · Accepted solution]

Create a after update Business rule

Condition : State changes to Resolved

Script : 

if (current.problem_id.nil()) {
return;
}

var p = new GlideRecord('problem');
if (!p.get(current.problem_id)) {
return;
}

var i = new GlideRecord('incident');
i.addQuery('problem_id', current.problem_id);
i.addQuery('state', '!=', 6);
i.addQuery('sys_id', '!=', current.sys_id); 
i.query();

if (!i.hasNext()) {
p.state = 6; 
p.close_code = 'Solved (Permanently)';
p.close_notes = 'Auto-resolved as all related incidents are resolved';
p.update();
}

Do let me know if you need any explanation of the code

[Ankur Bawiskar · Accepted solution]

@prakharbt20 

ideally it happens reverse

When PRB is closed then related INCs associated to this PRB are closed

This happens with OOTB BR "SNC - ITIL - Close Related"

Close related Incidents upon closing a Problem 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[AhsanM · Accepted solution]

This is a classic use case for an After Business Rule on the Incident table. Here is how to implement it:

Business Rule Setup:

• Table: Incident
• When: After
• Operation: Update
• Condition: current.state == 6 && current.problem_id != null (state 6 = Resolved)

Script:

(function executeRule(current, previous) {

    var problemId = current.problem_id;

    // Check if all incidents linked to this problem are resolved
    var incidentGr = new GlideRecord('incident');
    incidentGr.addQuery('problem_id', problemId);
    incidentGr.addQuery('state', '!=', 6); // not resolved
    incidentGr.addQuery('sys_id', '!=', current.sys_id); // exclude current
    incidentGr.query();

    // If no unresolved incidents found, resolve the problem
    if (!incidentGr.hasNext()) {
        var problemGr = new GlideRecord('problem');
        if (problemGr.get(problemId)) {
            problemGr.state = 4; // 4 = Resolved in Problem table
            problemGr.resolution_code = 'fix_applied';
            problemGr.resolution_notes = 'All related incidents have been resolved.';
            problemGr.update();
        }
    }

})(current, previous);

A few things to keep in mind:

• Problem state value 4 is the default for Resolved but verify this in your instance as it can vary depending on customizations
• The resolution_code field may also have different values in your instance, check the Problem form for available options

Hope this helps!

[prakharbt20]

Hello Ahsan,

Thank you for your support.