I want to close all child incidents before closing parent incident, if any one child incident not closed the parent incident should not be closed

Vijay8 · ‎06-18-2020

I want to close all child incidents before closing parent incident, if any one child incident not closed the parent incident should not be closed should populate a error message

I tried the code below but, If I try to close one child Incident parent incident is also getting closed

I tried many solutions in community but, none of them work please help me with this

var inc = new GlideRecord('incident');
inc.addQuery('parent_incident', current.sys_id);
inc.addQuery('sys_id', '!=', current.sys_id);
inc.addActiveQuery();
inc.query();
if (!inc.next()) {

var parInc = new GlideRecord('incident');
parInc.addQuery('sys_id', current.parent_incident);
parInc.query();
if (parInc.next()) {
parInc.state = 6;
parInc.active = false;
parInc.update();
}
}

Chander Bhusha1 · ‎06-19-2020

Hi Vijay,

Actually in resolved state the active flag is true only and in closed state it is setting to false.

Try updating the filter condition as shown below:

Remove the resolved part and try putting infomessage inside the code and see which info message is coming in the below sctipt:

//Check if all hte task are closed or not
var inc = new GlideRecord('incident');
inc.addQuery('parent_incident', current.getValue('parent_incident'));
inc.addActiveQuery();
inc.query();
if(!inc.hasNext()) {

gs.addInfoMessage('@inside Loop ' + current.getValue('parent_incident'));
//If task are closed then closed the parent ticket.
var parInc = new GlideRecord('incident');
parInc.get(current.getValue('parent_incident'));
gs.addInfoMessage('parent incident nubmer ' + parInc.getValue('number'));

parInc.state = 6 //State value which you want to set
parInc.update();

}

gs.addInfoMessage('Inside BR');

Thanks,

CB

View solution in original post

Ram102 · ‎06-18-2020

Not checked much..but one thing got immediate attention is "if" ..you may need while here..

try ..

Tejas Tamboli · ‎06-18-2020

Hello Vijay,

Did you try this if no then try below code:

Create an Before update Business rule on incident table and add the condition as State changes to Resolved.

var gr = new GlideRecord('incident');
gr.addQuery('parent', current.sys_id);

gr.addQuery('state', 'IN', '1,2,3'); // Replace your incident state values like Work in progress, New, Completed, etc., except resolved or closed

gr.query();

if(gr.next()) {

gs.addErrorMessage("There is an active child incident, please resolve the child incident, before closing parent');

current.setAbortAction(true);

}

For more details you can refer below link:

https://community.servicenow.com/community?id=community_question&sys_id=d1ffffa8dbc2bb4014d6fb243996...

https://community.servicenow.com/community?id=community_question&sys_id=2ec1c240db11a740e0e80b55ca96...

I hope this will help you.

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response useful to you and help others to find information faster.

Thanks,
Tejas

Vijay8 · ‎06-18-2020

Hi Teja,

Thank you for Immediate reply but, I already tried this it's not working

Tejas Tamboli · ‎06-18-2020

Did you add conditions as States changes to Closed or States changes to Resolved.

Thanks and Regards,

Tejas