Update related Case when Incident is resolved

[Michael Nash]

Good day, how would I fulfil the below requirement.

When an incident is set to status 'Resolved' the related case should be populated with:

Resolution Code = Solved

Related Request is Closed Complete

Resolution Notes = The related request has been closed

Set Case to Phase - Propose Solution.

[Ankur Bawiskar]

Hi,

you can use after update BR on incident table

Condition: State Changes To Resolved

Query Case table with the current INC and update it

Regards
Ankur

[Michael Nash]

Thanks Ankur,

I'm guessing this will be with a script.

Would you be able to guide me with that?

[Michael Nash]

I have something like this, but not sure if it will work.

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

var caseGr = new GlideRecord("sn_customerservice_case");
caseGr.addQuery("incident",current.sys_id);
caseGr.addActiveQuery();
caseGr.query();

while(caseGr.next()) {

caseGr.resolution_code = 21; // Solved – Related Request is Closed Complete
caseGr.close_notes = 'The related request has been closed';
caseGr.state = 6; //Resolved

caseGr.update();

}

})(current, previous);

[Ankur Bawiskar]

OOB case table doesn't have incident field

please use correct field on case table to query; may be you are using parent field

OR

if you are storing case sysId in incident; then query case table with that sysId and update

Regards
Ankur