Update case (parent) ticket status when task (child) is re-assigned

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Gautam Gattu
Mega Expert

‎03-31-2020 06:52 AM

Requirement - When task (child) is re-assigned, case (parent) state should be updated to "In Progress" and comments should be added <task> has been re-assigned from <previous.assignment_group> to <current.assignment_group>

Created Business Rule

When - before and Update

===============================

(function onBefore(current, previous) {
    var gr = new GlideRecord('sn_customerservice_case');
    var parentstate = "In Progress";
    var casestate = state[current.state];
    var parentcase = current.parent.getRefRecord();
    var prevasngrp = previous.assignment_group;
    var currasngrp = current.assignment_group;
    if (parentcase.isValidRecord() && prevasngrp != currasngrp) {
    parentcase.state.changesTo(parentstate);
    current.work_notes = "[code]<a href='/" + current.sys_class_name + ".do?sys_id=" + current.sys_id + "'>" + current.number + "</a>[/code]" + "has been re-assigned from" + prevasngrp + "to" + currasngrp;
    gr.update();
    }
})(current, previous);

 

Could you please help in fixing this.

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Gautam Gattu
Mega Expert

‎04-07-2020 06:15 AM

I found the solution for the requirement however there are few more features which I incorporated

1. When comments is added in child case, parent case get updated

2. If there is a change in 'assignment group' or 'assigned to', comments get added in parent case 

======================================================================

function onBefore(current, previous) {
    var states = {
        "1": "Open",
        "2": "In Progress",
        "3": "Pending",
        "4": "Closed"
    };
    var currentState = states[current.state];
    var previousState = states[previous.state];
    var parentcase = current.parent.getRefRecord();
    var task = "[code]<a href='/" + current.sys_class_name + ".do?sys_id=" + current.sys_id + "'>" + current.number + "</a>[/code]";
    var notes = current.work_notes.getJournalEntry();
    var parentState = current.parent.state.getDisplayValue();
    var subject = current.short_description;
    var closedat = current.closed_at;
    var asngrp = current.assignment_group.getDisplayValue();
    var asnto = current.assigned_to.getDisplayValue();

    
    if (parentcase.isValidRecord()) {
        if (current.state.changesTo(4)) {
            parentcase.work_notes = gs.getMessage("{0} assigned to {1} has been Closed.\n\n" + "Subject: {2}\n\n" + "Closed Notes: {3}\n\n" + "Closed at :{4}\n\n", [task, asngrp, subject, notes, closedat]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        } else if (current.state.changesTo(2) || current.state.changesTo(3) && current.work_notes.changes() && (current.assignment_group.changes() || current.assigned_to.changes())) {
            parentcase.work_notes = gs.getMessage("{0} Updated:\n\n" + "State: {1} to {2}\n\n" + "Assignment Group: {3}\n\n" + "Assigned To: {4}\n\n" + "Notes: {5}\n", [task, previousState, currentState, asngrp, asnto, notes]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        } else if (current.state.changesTo(2) || current.state.changesTo(3) && current.assignment_group.changes()) {
            parentcase.work_notes = gs.getMessage("{0} Updated:\n\n" + "State: {1} to {2}\n\n" + "Assignment Group: {3}\n\n" + "Assigned To: {4}\n", [task, previousState, currentState, asngrp, asnto]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        } else if (current.state.changesTo(2) || current.state.changesTo(3) && (current.assignment_group.changes() || current.assigned_to.changes())) {
            parentcase.work_notes = gs.getMessage("{0} Updated:\n\n" + "State: {1} to {2}\n\n" + "Assignment Group: {3}\n\n" + "Assigned To: {4}\n", [task, previousState, currentState, asngrp, asnto]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        } else if (current.state.changesTo(2) || current.state.changesTo(3) && current.work_notes.changes()) {
            parentcase.work_notes = gs.getMessage("{0} Updated:\n\n" + "State: {1} to {2}\n\n" + "Notes: {3}\n", [task, previousState, currentState, notes]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        } else if (current.state.changesTo(2) || current.state.changesTo(3)) {
            parentcase.work_notes = gs.getMessage("{0} Updated:\n\n" + "State: {1} to {2}\n", [task, previousState, currentState]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        } else if (current.comments.changes() || current.work_notes.changes()) {
            parentcase.work_notes = gs.getMessage("{0} Updated: \n\n" + "Notes: {1}\n", [task, notes]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        } else if (current.assignment_group.changes() || current.assigned_to.changes()) {
            parentcase.work_notes = gs.getMessage("{0} Updated: \n\n" + "Assignment Group: {1}\n\n" + "Assigned To: {2}\n", [task, asngrp, asnto]);
            //Set Parent case state to In Progress
            current.parent.state.setValue(10);
            parentcase.update();
        }

    }
}

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Prateek kumar
Mega Sage

‎03-31-2020 06:58 AM

Try below:

(function onBefore(current, previous) {
    var gr = new GlideRecord('sn_customerservice_case');
    var parentstate = "StateNumberHere"; // replace with Inprogress state value
    var casestate = state[current.state];
    var parentcase = current.parent.getRefRecord();
    var prevasngrp = previous.assignment_group;
    var currasngrp = current.assignment_group;
    if (parentcase.isValidRecord() && prevasngrp != currasngrp) {
    parentcase.state = parentstate;
    current.work_notes = "[code]<a href='/" + current.sys_class_name + ".do?sys_id=" + current.sys_id + "'>" + current.number + "</a>[/code]" + "has been re-assigned from" + prevasngrp + "to" + currasngrp;
    gr.update();
    }
})(current, previous);

Please mark my response as correct and helpful if it helped solved your question.
-Thanks
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Gautam Gattu
Mega Expert
In response to Prateek kumar

‎03-31-2020 07:33 AM

@Prateek kumar - Did not work, neither the parent state is updated nor the comment got added. Is any way to validate if this business rule is getting triggered?

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Prateek kumar
Mega Sage
In response to Gautam Gattu

‎03-31-2020 07:44 AM

Your Business rule should be on child task table and should be an after BR.

(function onBefore(current, previous) {
var gr = new GlideRecord('sn_customerservice_case');
gr.addQuery('sys_id', current.sys_id);
gr.query();
var parentstate = "StateNumberHere"; // replace with Inprogress state value
if(gr.next()){

var prevasngrp = previous.assignment_group;
var currasngrp = current.assignment_group;
gr.state = parentstate;
gr.work_notes = "[code]<a href='/" + current.sys_class_name + ".do?sys_id=" + current.sys_id + "'>" + current.number + "</a>[/code]" + "has been re-assigned from" + prevasngrp + "to" + currasngrp;
gr.update();
}

})(current, previous);

Please mark my response as correct and helpful if it helped solved your question.
-Thanks
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Gautam Gattu
Mega Expert
In response to Prateek kumar

‎03-31-2020 07:59 AM

@Prateek kumar - No success. Please find the attached screenshot of the business rule.

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