Request an enhancement where, if we receive a "clear", the parent (and child) incidents closed.

[Ajay Singh2]

Hello All,

I have a requirement like "We currently have a business rule setup for incidents generated by abc, where it creates child tickets based on correlation ID. I would like to request an enhancement where, if we receive a "clear",(like short_description contains Clear and based on this) the parent (and child) incidents are automatically closed.

Can anyone help how to achieve this.

Thank You!!

[Mark Manders]

How are these created? Is it an integration? Inbound email? Do you have the correlation ID of the ticket(s) on the 'clear' message coming in?

[Ajay Singh2]

Yes this is Integration. 

[ersureshbe]

Hi,

To establish a straightforward business rule, specify the conditions under which the Description field is set to empty. The business rule should be articulated as follows:

current.incident.state = 'Resolved'

If the intention is to implement this logic for tasks, utilize GlideRecord, as the incident number serves as a unique identifier for incident tasks. Locate the relevant item and proceed to resolve it.

[SupriyaBasak]

Hi @Ajay Singh2 ,

I hope that you are performing the integration using some rest api(or import set API) and you can use the same rest api update function to resolved the parent incident(where correlation id is there) based on your required condition. The child incident will be auto closed if the parent incident gets closed. Check the OOB BR on Incident table with name : "Update Child Incidents".

If my answer helped you in any way, please then mark it as helpful or correct. This will help others finding a solution.

Thanks,

Supriya