Script to change the Incident state from Onhold to progress

[shash gauti]

Hi All

Whenever an incident task is removed from on hold then the incident also should be removed from on hold only If no other incident tasks under that incident is already on hold awaiting caller.

Can anyone help ?

Thanks

[piyushsain · Accepted solution]

Hi @shash gauti 

You have to create a After Update BR on table incident_task with condition state changes from on-hold

var incTask = new GlideRecord('incident_task');
incTask.addQuery('incident',current.incident);
incTask.addQuery('state',,'on-hold');//if on-hold value is different add the correct value
incTask.query();
if(!incTask.next()){
var incident = new GlideRecord('incident');
incident.get(current.incident);

incident.state = 'add your value';
incident.update();

}

[Dr Atul G- LNG]

Hi @shash gauti 

You can give a try with Flow Designer. 

Look Up records with condition.

[Shoheb_IbaaBoss]

Hi,

Please try below approach:

BR - RemoveIncidentFromOnHold

Condition:

Active is true

incident.state is 'On Hold

incident_task.state is not 'On Hold'

Script:

(function executeRule(current, previous /*null when async*/) {
var incidentGR = new GlideRecord('incident');
if (incidentGR.get(current.incident)) {
var onHoldTasks = new GlideRecord('incident_task');
onHoldTasks.addQuery('incident', incidentGR.sys_id);
onHoldTasks.addQuery('state', 'On Hold');
onHoldTasks.query();

// If no other incident tasks are on hold, update the incident state
if (!onHoldTasks.hasNext()) {
incidentGR.state = 'In Progress'; // Set the desired state when not on hold
incidentGR.update();
}
}
})(current, previous);

Regards,

Shoheb

[piyushsain · Accepted solution]

Hi @shash gauti 

You have to create a After Update BR on table incident_task with condition state changes from on-hold

var incTask = new GlideRecord('incident_task');
incTask.addQuery('incident',current.incident);
incTask.addQuery('state',,'on-hold');//if on-hold value is different add the correct value
incTask.query();
if(!incTask.next()){
var incident = new GlideRecord('incident');
incident.get(current.incident);

incident.state = 'add your value';
incident.update();

}

[Musab Rasheed · Accepted solution]

Try below.

Create after BR on incident task table.

(function executeRule(current, previous /*null when async*/) {
var count=0;
var tasks = new GlideRecord('incident_task');
tasks.addQuery('incident',current.incident);
tasks.query();
var taskcount = tasks.getRowCount();
while(tasks.next())
{		
if(tasks.state != 'onhold')//change as required
{
count++;
}
}
if(count == taskcount)
{
var inc = new GlideRecord('incident');
inc.addQuery('sys_id',current.incident);
inc.query();
if(inc.next())
{
inc.state = 'add state value';
	inc.update();
	}

}

})(current, previous);