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

Vijay8 · ‎06-18-2020

Yes I added those conditions

Chander Bhusha1 · ‎06-18-2020

HI Vijay,

You have to write an on before BR on incident table and condition would be when state changes to closed:

The script would be:

if(JSUtil.nil(current.parent_incident)) //Checking if this is parent incident or child incident
{//If it is parent incident then only it will proceed

//Update all the child tickets
var inc = new GlideRecord('incident');
inc.addQuery('parent_incident', current.getUniqueValue());
inc.addActiveQuery();
inc.query();
while(inc.next()) {
inc.state = 6;
inc.active = false;
inc.update();
}


}

The script will first close all the child incident then close the parent incident

Please mark helpful and correct if it works.

Thanks,

CB

Vijay8 · ‎06-18-2020

Hi CB,

Thank you for quick reply

I tried the code but, when I try to resolve one child incident all child incidents and parent incident is also resolving

My requirement is I should not able to resolve parent incident until all child incident's are closed

Chander Bhusha1 · ‎06-18-2020

Hi Vijay,

I just misunderstood the requirement so the update script would be:

if(JSUtil.nil(current.parent_incident)) //Checking if this is parent incident or child incident
{//If it is parent incident then only it will proceed

//Update all the child tickets
var inc = new GlideRecord('incident');
inc.addQuery('parent_incident', current.getUniqueValue());
inc.addActiveQuery();
inc.query();
if(inc.hasNext()) {
gs.addErrorMessage('You cannot close the parent ticket until the child incident are closed');
current.setAbortAction(true);

}


}

Mark helpful and correct if it helps.

Thanks,

CB

Vijay8 · ‎06-18-2020