child incidents are not closing with parent incident

[shweta5]

Hi Experts,

Good day!

while closing the parent incident , all child incidents are not getting close automatically . but some are closing .

i have  checked ootb business rule "update child incidents" i think its fine . 

please help me in this . 

Thanks in Advance

[Ankur Bawiskar]

Hi Shweta,

Can you check the log statements any error while closing incident.

there could be some case that incident cannot be closed because of some validation

add log statements in the out of box business rule

the out of box business rule will mark child incident resolved only when parent incident state changes to RESOLVED

Did you check whether the parent incident is getting closed with a RESOLVED state?

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[shweta5]

Hi Ankur,

condition: before update

updateChildIncidents();
function updateChildIncidents() {
if (current.state.changesTo(IncidentState.RESOLVED) || (current.state == IncidentState.RESOLVED && current.child_incidents.changes()))
resolveChildIncidents();
else {
updateChildren('comments', gs.getMessage('Comment copied from Parent Incident'));
updateChildren('work_notes', gs.getMessage('Work note copied from Parent Incident'));
}
}

function updateChildren(fieldName, msg) {
var rec = new GlideRecord("incident");
rec.addQuery("parent_incident", current.sys_id);
rec.addQuery("state", "!=", IncidentState.RESOLVED);
rec.addActiveQuery();
rec.query();
while (rec.next()) {
var fieldRawValue = current.getValue(fieldName) + '';
var fieldValue = fieldRawValue.trim();
if (!fieldValue || fieldValue.length <= 0)
return;
if (fieldRawValue.indexOf(msg) == 0)
rec[fieldName] = fieldRawValue;
else
rec[fieldName] = msg + ": " + fieldRawValue;
rec.update();
}
}

//
// Resolve active, unresolved incidents that are children of the current incident
//
function resolveChildIncidents() {
//check if update is valid or aborted before updating child incidents
if(current.isActionAborted())
return;

var incident = new GlideRecord("incident");
incident.addActiveQuery();
incident.addQuery("parent_incident", current.sys_id);
incident.addQuery("state", "!=", IncidentState.RESOLVED);
incident.query();
var msg = "";
while (incident.next()) {
gs.print("Incident " + incident.number + ' resolved based on resolution of Parent Incident ' + current.number);
incident.state = IncidentState.RESOLVED;
if (incident.close_notes.nil()) {
msg = gs.getMessage('{0} copied from Parent Incident', current.close_notes.getLabel());
if (current.close_notes.toString().indexOf(msg) == 0)
incident.close_notes = current.close_notes;
else
incident.close_notes = msg + ": " + current.close_notes;
}
incident.close_code = current.close_code;
msg = gs.getMessage("Resolved based on resolution of Parent Incident.");
if (current.comments.toString().indexOf(msg) == 0)
incident.comments = current.comments;
else
incident.comments = msg + " " + current.comments;
incident.work_notes = current.work_notes;
incident.update();
}
}

This is the "update child incident" business rule script  .where to check log errors. 

Thanks 

Shweta 

[Ankur Bawiskar]

Hi Shweta,

Is your parent incident getting state changed to Resolved?

Also are your few child incidents already in resolved state? if yes then those won't get updated

Regards

Ankur

[Lakshmi Prasan4]

Hi Ankur,

I too tried this one...But I was unable to close the child incidents while closing the parent incident. Could you tell me the path.. I am trying the correct script itself.. I don't know why it was not implemented there..

Thanks,

Lakshmi