When any Problem Ticket closed then related incidents should automatically close

[Harshad1]

When problem ticket closed then related incidents tickets should close automatically

Is there Out Of The Box way to achieve this?

[Prasad Dhumal · Accepted solution]

Hello Author,

Please follow this link

when problem ticket closed then related incidents close automatically - Developer Community - Questi...

Please mark Correct✅/helpful if applicable, thanks!!

Prasad

[Prasad Dhumal]

Hello Harshad,

If you want to use OOB Business rule,

@John Zhang has provided better way to do that.

Thank You

[johnfeist]

Hi Harshad,

I'm not aware of any OOTB functionality, but it can be accomplished with a pretty simple After Update Business Rule:

 var incident = new GlideRecord("incident");
  incident.addQuery("problem_id", "=", me.sys_id);
  incident.query();
  while (incident.next()) {
    if ( incident.active == true ){
       incident.setValue("state", IncidentState.CLOSED);
       incident.setValue("active", false);
       incident.setValue("rfc", me.rfc);
       incident.setValue("work_notes", msg);
       incident.setValue("close_code", me.u_close_code);
       incident.setValue("close_notes", me.close_notes);
       incident.update(); 
    }
  }

You can set whatever values for the incident you need in the body.  I wrote this quite a while back and it still works fine.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

[Nikita Joshi]

Hi Harshad Pasalkar,

You can refer below code for this.

var gr = new GlideRecord("incident");
gr.addActiveQuery();
gr.addQuery('problem_id',current.sys_id);
gr.query();
while(gr.next())
{
gr.state = '7';
gr.close_code = 'Solved';
gr.close_notes = "Related incidents got closed on closing of problem";
gr.update();
}

If this solution works for you, please mark it as helpful.

Regards,

Nikita Joshi