when all child tickets are closed then the parent ticket should be closed automatically

[Akhil Maan1]

Hi,

when all child tickets are closed then the parent ticket should be closed automatically

Thanks 

Akhil

[Kalyani Jangam1]

Hi,

Used Before Update BR with below filter condition

State Changes to Closed

In advance script try below logic

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

var inc = new GlideRecord("incident");
inc.addQuery("parent_incident", current.sys_id); //how many child ticket assigned
inc.addQuery("state", "!=", 6); // Close state value
inc.query();
if (inc.getRowCount() > 0) {

gs.addErrorMessage("There are child ticket who are not yet Closed");
current.setAbortAction(true);
}

})(current, previous);

Please let us know if it helpful

[Akhil Maan1]

Hi Kalyani,

Thank you for your response.

I tried your script but is not working, when I closed the child ticket then the parent ticket is not closed. And, the parent ticket is in the same state, there is no change in the state.

Regards

Akhil

[Kalyani Jangam1]

Hi Akhil

Modified Br like below

When to run=> after Update

Filtered condition - State changes to closed and

parent incident not empty

In advance used below logic

(function executeRule(current, previous /*null when async*/ ) {
gs.addInfoMessage("BR Triggers");
var inc = new GlideRecord('incident');
inc.addQuery('parent_incident', current.parent_incident); // Records related to same parent
inc.addActiveQuery();
inc.query();
if (!inc.next()) {
gs.addInfoMessage("In Child BR-----");
var parInc = new GlideRecord('incident');
parInc.get(current.getValue('parent_incident'));
parInc.state = 7; // Close the incident
parInc.close_code = 'Solved (Permanently)';
parInc.close_notes = "Test Resolution Notes";
parInc.update();
}

})(current, previous);

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Please let us know if it is helpful or not