update state of incidents pending change when change is implemented

[Teresa Ruiz]

Hi,

How can i make a business rule to change incident state of incidents pending change when this change is implemented?

all help is welcomed 🙂

[Geetanjali Khy2]

Hi Teresa,

Please refer below link, it may help you.

https://community.servicenow.com/community?id=community_question&sys_id=2425876ddbd8dbc01dcaf3231f96...

Kindly mark the answer as Correct and Helpful if this answers your question.

Thank You.

Regards,

Geetanjali Khyale

[Namrata Khabale]

Hey Teresa,

Try in this way:

Business rule name: Resolve incidents from implemented change
Execute after update
Table: change_request
Condition: current.state.changesTo(3) // state 3 is closed complete, by default
Script: Query for all incidents that are pending change related to this change, and resolve them with some default comments

var gr = new GlideRecord("incident");
gr.addQuery("rfc", current.sys_id);
gr.addQuery("state", 4); // incident state 4 is pending change
gr.query();
while (gr.next()) {
   // resolve the incident
   gr.state = 6; // OOB, resolved is 6
   // add some canned comments to the resolved incident
   gr.comments = "This incident has been resolved due to the successful implementation of change request " + current.number;
   // don't forget to actually update the incident!
   gr.update();
}

Hit the Correct and Helpful if works.

Thanks 
Namrata.

[Teresa Ruiz]

Thanks a lot for your reply!

[Apeksha Joshi · Accepted solution]

Hi Teresa ,

try this script :

write an after insert / update business rule on incident table 

var gr = new GlideRecord('change_request');

gr.addquery('parent',current.sys_id);

gr.addquery('state',7);

gr.query();

if(gr.next())

{

current.setValue('incident_state',6);

current.update();

}

Mark my answer correct and helpful based on impact.

Regards,

Apeksha