question Closing Incidents in Incident Management forum

Closing Incidents

sseverance — Mon, 01 Jun 2026 20:21:32 GMT

We need to make a change so that Incidents cannot be closed if they have open incident tasks. We have learned that users are closing incidents before others close out the incident tasks assigned to them. This results in the incident task being closed as incomplete.

Can someone point me in the right direction for where this logic lives so that I can make a change?

Re: Closing Incidents

Gangadhar Ravi — Mon, 01 Jun 2026 20:27:37 GMT

You may need to implement BR on incident table when someone try to resolve incident to check if there is any active incident task. bellow is sample script.

(function executeRule(current, previous /*null when async*/) { // Query the Incident Task table for any open/active tasks tied to this incident var taskGr = new GlideRecord('incident_task'); taskGr.addQuery('incident', current.sys_id); taskGr.addActiveQuery(); // Checks for active = true taskGr.query(); if (taskGr.hasNext()) { // Prevent the incident from being closed/resolved current.setAbortAction(true); // Display the user-friendly suggestion/warning gs.addErrorMessage('You cannot close this incident while there are open incident tasks. Please close all related incident tasks before closing the incident.'); } })(current, previous);

Please mark my answer correct and helpful if this works for you.

Re: Closing Incidents

PoonkodiS — Mon, 01 Jun 2026 20:35:27 GMT

Hi @sseverance

you can create a Before-Update Business Rule on the incident table. This script queries the incident_task table for any open records linked to the parent Incident and stops the closure process if found.

How to Configure the Business Rule

Navigate to System Definition > Business Rules and click New.
Fill out the form with the following details:
- Name: Prevent Incident Closure with Open Tasks
- Table: Incident
- Active: Checked
- Advanced: Checked
Go to the When to run tab and set the filter conditions:

State changes to Closed ( depending on your business process)

Script:

(function executeRule(current, previous /*null when async*/) {
// Query the incident_task table for tasks related to this incident that are not closed
var task = new GlideRecord('incident_task');
task.addQuery('incident', current.sys_id); // Links to the parent incident
task.addEncodedQuery('stateNOT IN3,4,7');
task.query();

// If open tasks exist, abort the save and show an error message
if (task.hasNext()) {
gs.addErrorMessage('You cannot close this Incident because it has open Incident Tasks. Please close all related tasks first.');
current.setAbortAction(true);
}
})(current, previous);

4.Save and test it

Re: Closing Incidents

Tanushree Maiti — Tue, 02 Jun 2026 03:53:27 GMT

Hi @sseverance

Create a Before Update BR and try this:

Navigate to System Definition > Business Rules -> New

Fill out the form with the following details:

Name: Prevent close with open tasks
Table: Incident [incident]
Active: Checked
Advanced: Checked
When to run:

When: Before
Update: Checked
Filter Condition: State changes to Resolved OR State changes to Closed //update your required condition

Sample script:

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

var taskGr = new GlideRecord('incident_task');

taskGr.addQuery('incident', current.sys_id);

taskGr.addQuery('active', true);

taskGr.query();

if (taskGr.hasNext()) {

current.setAbortAction(true);

gs.addErrorMessage(gs.getMessage('You cannot close or resolve this Incident because there are still open Incident Tasks. Please close all tasks first.'));

}

})(current, previous);

Re: Closing Incidents

Aditya_hublikar — Tue, 02 Jun 2026 05:19:33 GMT

Hello @sseverance ,

You can acheived this using before update business rule :

condition : state changes to closed / resolve

var incTask=new GlideRecord('incident_task');

incTask.addQuery("incident",current.sys_id);

incTask.query();

while(incTask.next())

{

if(incTask.state!=3 || incTask.state!=4)

{

current.setAbortAction(true);

gs.addErrorMessage('Incident taska are not completed ')

break;

}

if this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

Re: Closing Incidents

Aditya_hublikar — Tue, 09 Jun 2026 12:47:42 GMT

Hello @sseverance ,

I hope you are doing well . Does my response helps you ?

If my response helps you then mark it as helpful and accept as solution.

Regards,

Aditya