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

Himanshu Dubey · ‎06-18-2020

Hi Vijay,

Add below changes in the above BR's

condition : state changes to resolved

or

state changes to closed // if someone directly closing the ticket

BR code

	var rec = new GlideRecord('incident');
rec.addQuery('parent_incident', current.sys_id);
rec.addQuery('state', 'IN', '1,2,3');
rec.query();
if (rec.next()) {

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

    current.setAbortAction(true);
}

Mark ✅ Correct if my answer solves your issue and also mark 👍 Helpful if you find my response worthy.

Thanks & Regards

Himanshu Dubey

Vijay8 · ‎06-18-2020

Hi Himanshu,

Thank you for the response the I can see the error messages but stll the state is updated to resolved

Vijay8 · ‎06-18-2020

Himanshu Dubey · ‎06-19-2020

It is not in resolved state just refresh the page and check it

Gaurav Shirsat · ‎06-18-2020

Hi Vijay

In addition to Tejas and Himanshu,

I have another Script.You Can Try This

(function executeRule(current, previous /*null when async*/) {

// Add your code here
var closedChild = 0;
var grInc = new GlideRecord('incident');
grInc.addQuery('parent_incident',current.sys_id);
grInc.query();
var totalChildCount = grInc.getRowCount();
gs.addInfoMessage("CNT: "+totalChildCount);

while(grInc.next()){
if(grInc.state == 6){
closedChild +=1;
}
}
if(closedChild != totalChildCount){
gs.addErrorMessage("please close All child incident");
current.setAbortAction(true);
}

})(current, previous);

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat