question Re: When any Problem Ticket closed then related incidents should automatically close in ITSM forum

When any Problem Ticket closed then related incidents should automatically close

Harshad1 — Fri, 07 May 2021 11:49:39 GMT

When problem ticket closed then related incidents tickets should close automatically

Is there Out Of The Box way to achieve this?

Re: When any Problem Ticket closed then related incidents should automatically close

Prasad Dhumal — Fri, 07 May 2021 11:56:54 GMT

Hello Author,

Please follow this link

when problem ticket closed then related incidents close automatically - Developer Community - Question - ServiceNow Community

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

Prasad

Re: When any Problem Ticket closed then related incidents should automatically close

johnfeist — Fri, 07 May 2021 12:02:32 GMT

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

Re: When any Problem Ticket closed then related incidents should automatically close

Nikita Joshi — Fri, 07 May 2021 12:22:16 GMT

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

Re: When any Problem Ticket closed then related incidents should automatically close

Deepshikha 3010 — Fri, 07 May 2021 12:40:38 GMT

Hi Harshad Pasalkar,

I have tried with senario in my pdi you can use After Update Business Rule

// Add your code here
var vew = new GlideRecord('incident');
vew.addActiveQuery(); //Cross check only active incidents
vew.addQuery('problem_id', current.sys_id);
vew.query();

while(vew.next()){
vew.state = '7';
vew.close_code = 'Solved (Work Around)';
vew.close_notes = 'The incident is Closed/Resolved';
vew.update();
}

I also attached my docs of this pdi. Please refer this

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

Regards,

Deepshikha Pandey

Re: When any Problem Ticket closed then related incidents should automatically close

Ankur Bawiskar — Fri, 07 May 2021 12:53:45 GMT

@Harshad Pasalkar

Why not use Flow Designer with no Scripting

Example below:

Note: Remember to Save and Activate the Flow before you test

Final Flow Steps

Regards
Ankur

Re: When any Problem Ticket closed then related incidents should automatically close

John Zhang1 — Fri, 07 May 2021 13:05:44 GMT

There is OOB BR that can be used. You don't need to create and just activate this BR.

Re: When any Problem Ticket closed then related incidents should automatically close

Ankur Bawiskar — Sat, 08 May 2021 07:30:28 GMT

@Harshad Pasalkar

Hope you are doing good.

Did my reply answer your question?

If so, please mark appropriate response as correct & helpful so that the question will appear as resolved for others who may have a similar question in the future.

Thanks!
Ankur

Re: When any Problem Ticket closed then related incidents should automatically close

Ankur Bawiskar — Mon, 10 May 2021 06:10:50 GMT

@Harshad Pasalkar

Why not use OOB Business rule mentioned by @John Zhang ?

Regards
Ankur

Re: When any Problem Ticket closed then related incidents should automatically close

Prasad Dhumal — Mon, 10 May 2021 06:17:21 GMT

Hello Harshad,

If you want to use OOB Business rule,

@John Zhang has provided better way to do that.

Thank You