How can I create an "Alert" to pop-up stating that a caller has Active Incidents?

[#1]

Hello all!
I am looking for a way to create an "Alert" to pop-up stating that a caller has Active Incidents? We have an issue where several incidents are being created for the same issue in our Helpdesk. I am looking for a script that will check to see if the current caller has active or unresolved incidents. Would I do this through a script or Business rule. I have checked the wiki and community sites, but have not found a clear answer.

Any help on this would be greatly appreciated! And yes I am a rookie!

Thanks,

Paul

[ryadavalli]

Mark,

I have similar requirement. I am writing a BR on incident. When the incident which is critical is resolved, I have to force user to go to the incident alert if any on that incident and make him fill the state before I resolve on the incident.

Any suggestions would be a great help.

[randrews]

ravali why force the user to do this instead of just having the system go do it?

[ryadavalli]

Sure Doug. That is also been done if the priority is not critical. But if the incident is critical then we want the user to taken to that incident alert and user set the state manually

[randrews]

the way to proceed from there depends on your intentions... personally i think i would use a client script onchange instead of a BR.. send them an alert that the incident can't be closed while open alerts remain and reset the state to previous state that way they can't change it without updating the alert...

if you are intent on using a BR you are going to want to swap from an after br <based on previous post in a different thread> to a before BR so that you prevent the record from being updated.. the issue with a br is you have to use an add info message instead of an alert.

[ryadavalli]

Got it Doug. But 2 questions for you:

1) I have done it the client script way, but I want to setValue on the state field after the dialog window closes. Can I do it with Onchnage script?

2) Can we use the GLideDialogWindows on the business rule, because I couldnot get the GlideWindow.