When creating an INC from an IMS ticket, does the INC then become a parent ticket for the IMS, and will close once the INC is close? or do i have to close the IMS manually?

[gaetano dicarlo]

When creating an INC from an IMS ticket, does the INC then become a parent ticket for the IMS, and will close once the INC is close? or do i have to close the IMS manually?

I want to know when creating an incident ticket from my Interaction ticket, do i need to go back and close the interaction ticket manually. Or will it be closed automatically once the Incident ticket is close?

[Musab Rasheed]

Hello,

No!, it won't close IMS record automatically you have to do it manually, But I would suggest you write one After BR on Incident table to close associated Interactions once Incident is closed.

Don't forgot to mark my answer as correct if that helps.

Regards

[gaetano dicarlo]

"But I would suggest you write one After BR on Incident table to close associated Interactions once Incident is closed"

How is this done exactly?

[SumanthDosapati · Accepted solution]

Hi,

Write an after business rule on incident table as below.

When : After

Check box : Insert & Update

Condition : State CHANGES TO Closed

Script :

var grChild = new GlideRecord('child_table');
grChild.addQuery('parent',current.sys_id);
grChild.addActiveQuery();
grChild.query();
while (grChild.next() ) {
   grChild.state = 'CLOSED_STATE'; //give closed state value here
   grChild.work_notes = 'Task closed from Parent'; 
   grChild.update();
}

If Incident is not the parent then in line number two, give field name which is linked to incident table in IMS form.

Mark as correct and helpful if it solved your query.

Regards,

Sumanth