Incident management

[Pavan rishi]

How to automatically set the incident to a closed state when a child incident is resolved or a problem is created?

[Runjay Patel]

Hi @Pavan rishi ,

As mentioned by @Dr Atul G- LNG , there is one oob configuration which close the incident after 7 days of incident resolution. If you want to close it immediately then you need to write BR on incident and problem table like below.

for child incident closer:

if (current.state == 6) { // Check if the child incident is resolved (State 6 is "Resolved")
    var parentIncident = current.parent; // Reference to the parent incident
    if (parentIncident) {
        var parentRecord = new GlideRecord('incident');
        if (parentRecord.get(parentIncident)) {
            parentRecord.state = 7; // Set to "Closed" (State 7 is "Closed")
            parentRecord.update();
        }
    }
}

For problem created:

var incidentGr = new GlideRecord('incident');
if (incidentGr.get(current.parent)) { // Assuming correlation_id links the problem to the incident
    incidentGr.state = 7; // Set to "Closed"
    incidentGr.close_code = 'Closed/Resolved by Problem'; // Add a relevant close code
    incidentGr.close_notes = 'Closed because a problem was created.';
    incidentGr.update();
}

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Runjay Patel - ServiceNow Solution Architect
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[yuvarajkate]

If Child Incident is resolved use After BR on Incident table.

if (current.parent) {
    var parent = new GlideRecord('incident');
    if (parent .get(current.parent)) {
        var Child = new GlideRecord('incident');
        child .addQuery('parent', current.parent);
        child .addQuery('incident_state', '!=', 6); 
        child .query();
        if (!child .hasNext()) {
            parent.state = 7; 
            parent.update();
        }
    }
}

If Problem is Created use this one:

if (current.parent_incident) {
    var inc = new GlideRecord('incident');
    if (inc .get(current.parent_incident)) {
        inc .state = 7; 
        inc .update();
    }
}