Itsm

[Snowl13052025]

I want a popup on the incident form if I try to resolve the incident while the associated alert is still open and help me the script and solution.

thanks in advance 

[Snowl13052025]

Thanks for the quick reply @Shraddha Kadam 

Shraddha, this is actually related to Event Management. We have an alert table (em_alert) from which incidents are created. However, incidents are getting closed even when the associated alerts are still in the open state. To prevent this, I want a popup message to appear when someone tries to close the incident while the alert is still open.

[Shraddha Kadam]

You can use Before update business rule. Using gs.addErrorMessage() you can show up popup message on the Incident form

[Bhimashankar H]

Hi @Snowl13052025 ,

You can do this by writing before business rule or client script.

1. Client Script

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return; 
    }

    // Check if the new state is "Resolved" (value 6 in default Incident state model)
    if (newValue == '6') { 
        var incidentSysId = g_form.getUniqueValue(); 
        var ga = new GlideAjax('CheckOpenAlerts');  //You need to call the glideajax to query on 'em_alert' table
        ga.addParam('sysparm_name', 'checkForOpenAlerts'); 
        ga.addParam('sysparm_incident_id', incidentSysId); 

        ga.getXMLAnswer(function(response) {
            var result = JSON.parse(response);
            if (result.hasOpenAlert) {
                // Show pop-up and revert state to previous value
                g_form.addErrorMessage('Please close the alert for this incident first');
                g_form.setValue('state', oldValue); // Revert to previous state
            }
        });
    }
}

GlideAjax class

var CheckOpenAlerts = Class.create();
CheckOpenAlerts.prototype = Object.extendsObject(AbstractAjaxProcessor, {
    checkForOpenAlerts: function() {
        var incidentId = this.getParameter('sysparm_incident_id');
        var alertGr = new GlideRecord('em_alert');
        alertGr.addQuery('incident', incidentId); // Assumes 'incident' field links to incident table
        alertGr.addQuery('state', 'Open'); // Adjust 'Open' to match your em_alert state value
        alertGr.query();

        if (alertGr.hasNext()) {
            return JSON.stringify({ hasOpenAlert: true });
        }
        return JSON.stringify({ hasOpenAlert: false });
    },

    type: 'CheckOpenAlerts'
});

Here I am assuming that in 'em_alert' table is associated with incident table and there inc filed defines the relation between these 2 tables.

This way you can show alert message.

2. Before business rule

(function executeRule(current, previous /*null when async*/) {
    var alertGr = new GlideRecord('em_alert');
    alertGr.addQuery('incident', current.sys_id);
    alertGr.addQuery('state', 'Open'); //Adjust to correct value in state of alert
    alertGr.query();
    
    if (alertGr.hasNext()) {
        gs.addErrorMessage('Please close the alert for this incident first');
        current.setAbortAction(true); // Prevent the state change
    }
})(current, previous);

So it will update the incident state if it has any open alerts and shows the error.

Thanks,

Bhimashankar

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[Snowl13052025]

May I know Will this work on  the csm configurable workspace as well ?

[Bhimashankar H]

Yes it should work, as far as the relation between table is correct and here if you use the glideAjax you can customize the class as you require.

Regards,

Bhimashankar

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