Problem tickets are set to Resolved but the Incident tickets are not auto-resolving.

[riskay123]

I have an issue with Incidents linked to problems not closing and was hoping someone would be able to point me in the right direction.

The Incident State is set to On Hold> Awaiting Problem Resolution and the related record Problem ticket is linked to the Incident. When to Problem ticket State is set to Closed Resolved the Incident State goes back to In Progress rather than Resolved.

I looked to see if there was a UI policy on the Problem Form that could be causing this but I couldn’t find anything that could be causing this.

I thought it might be in a workflow/execution plan but I can’t find one of these either. Is anyone able to tell me how I can change it so the incidents related to a problem ticket auto close when problem ticket is set to Closed/Resolved.

Thanks

[BigMikeyVegas]

Check your business rule. We have a business rule called Resolve related incidents that handles this. 

[BigMikeyVegas]

Name: Update Related Incidents

Table: Problem

Application: Global

Active: Yes

Advanced: Yes

Condition: current.isValidRecord() && current.problem_state.changesTo(4)

Script:

updateRelatedIncidents();

function updateRelatedIncidents() {
  var inc = new GlideRecord("incident");
  inc.addActiveQuery();
  inc.addQuery("problem_id", current.sys_id);
  inc.query();
  while (inc.next()) {

    if (!current.close_notes.nil())
       inc.work_notes = "Related problem " + current.number + " closed with the following Close Notes:\n\n" + current.close_notes;
    inc.update(); 
  }
}

[riskay123]

Hi MikeyVegas,

I had a look at the business rules and found this one which may relate. I am not a coder so I don't know for sure. I was trying to get back into my dev instance to compare but it is having it's own tech issues this evening and will not let me in. I will try again later.

[riskay123]

On second thought, I just realised that this is inactive to it can't be this one.