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!!

[SupriyaBasak]

@Ajay Singh2 

Use the below script

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

//check if update is valid or aborted before updating child incidents

if(current.isActionAborted())

return;

var incident = new GlideRecord("incident");

incident.addActiveQuery();

incident.addQuery("sys_id", current.parent_incident.sys_id);

incident.addQuery("state", "!=", IncidentState.RESOLVED);

incident.query();

var parentClose = true;

if (incident.next()) {

var child = new GlideRecord("incident");

child.addActiveQuery();

child.addQuery("parent_incident", incident.sys_id);

child.addQuery("state", "!=", IncidentState.RESOLVED);

child.query();

if(child.next()){parentClose = false;}

if(parentClose){

incident.state = IncidentState.RESOLVED;

incident.close_notes = current.close_notes;

incident.close_code = current.close_code;

incident.comments = current.comments;

incident.work_notes = current.work_notes;

incident.update();}

}

})(current, previous);

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

[Ajay Singh2]

@SupriyaBasak 

In when to run condition, I need to add Short description contains Clear. Because Incident need to closed when it will get the Clear in short description than i need to close the incident.

Thank You!!

[SupriyaBasak]

@Ajay Singh2 Please update the condition as per your requirement. I hope that the solution worked for you,

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

[Mark Manders]

Can you close this tread, since you moved on to this one: https://www.servicenow.com/community/riseup-with-servicenow-forum/how-to-close-the-parent-incident-b...