child incident should go to Closed state

[Manohararuna]

Hello Everyone,

          I have one requirement, in incident form under Closer information there is  a fields -Resolution code and it's having the option Duplicate.

if i select Duplicate option after that Check box field visible automatically under Close information field 

if i select Check box after that Duplicate incident(reference field) field visible under Check field

if select any incident number in Duplicate incident field and click on save button of main incident then selected incident (in Duplicate incident reference field) should go to closed state without respect of state.

Thanks,

Manohararuna.

[Voona Rohila · Accepted solution]

Hi @Manohararuna 

You can add it as a child incident to the main incident record and if you have state sync from parent to child then the related child incidents will be auto-updated along with parent incident.

For your requirement

1 . if i select Duplicate option after that Check box field visible automatically under Close information field 

       Add both checkbox and duplicate field below close information field from 'Form Layout or Form Designer'

2.if i select Check box after that Duplicate incident(reference field) field visible under Check field

       Write a UI policy on that table and add conditions as 'checkbox || is || true', check Onload to true, reverse if false to true.

       In UI Policy Actions tab, add the field 'duplicate' and make 'visible' true.

3.if select any incident number in Duplicate incident field and click on save button of main incident then selected incident (in Duplicate incident reference field) should go to closed state without respect of state.

     Write a BR on this table and trigger After update, add conditions( make sure you add 'duplicate || changes AND duplicate is not empty' AND Any other conditions you require)

   In the script part, use below 'getRefRecord' functionality and update the incident state.

var grInc = current.u_duplicate.getRefRecord(); //map the proper field name of duplicate here
if(grInc.isValidRecord()) { // << only perform operations on it if it's a valid record
        grInc.state = 6 // resolved state
        grInc.update();
}

[Manohararuna]

Hello Ankur,

         Thanks for the solution but i want to show the active incident only in Duplicate incident reference  fields.

Thanks,

Manohararuna

[Voona Rohila]

Hi @Manohararuna 

You can add reference qualifier condition for that field,

open the field dictionary, under the 'reference specification tab', add 'active || is | true' in reference qualifier condition.

[Ankur Bawiskar]

@Manohararuna 

for that you can use simple reference qualifier and add Active=true in that field

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shubham_Jain]

@Manohararuna 

1. UI Policy or Client Script for Dynamic Field Visibility

Use UI Policies or Client Scripts to control field visibility:

• UI Policy 1

  • Condition: Resolution Code == "Duplicate"
  • Action: Show Checkbox field.

• UI Policy 2

  • Condition: Checkbox == true
  • Action: Show Duplicate Incident reference field.

2. Business Rule to Close the Referenced Incident

Create a Business Rule on the Incident table that runs after update:

• Condition:

  • current.resolution_code == "Duplicate"
  • current.checkbox_field == true
  • current.duplicate_incident_field is not empty

• Script:

if (current.duplicate_incident_field) {
    var dupIncident = new GlideRecord('incident');
    if (dupIncident.get(current.duplicate_incident_field)) {
        dupIncident.state = 7; // Closed
        dupIncident.close_code = 'Closed/Resolved by Caller'; // or appropriate code
        dupIncident.update();
    }
}

Note: Ensure the user has permission to update the referenced incident. You might need to handle ACLs or impersonation if required.