Don't close incidents when incident tasks are open

[riaz_mansuri]

Hi

I would like to create a rule that if an Incident has any Open (Incident) Tasks the Incident cannot be closed.

Not all Incidents will have tasks.

Any help?

Thanks

Riaz

[Sanjeev Kumar1]

Hi Riaz,

Create a Business Rule on incident table.

to implement this.

I think it will help you If you are looking for some code let me know.

[riaz_mansuri]

Hi Sanjeev,

Thanks - Yes some code would be good please. I assume maybe a generic piece of code.

Thanks

Riaz

[gopi2203]

Hi Riaz,

Check with the below code once

Table:Incident

business rule type: before update

Filter condition : State changes to closed

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

// Add your code here

if(current.state=="3"){   //here 3 is the value of closed state

var inctask=new GlideRecord('incident_task');

inctask.addQuery('parent',current.sys_id);

inctask.query();

while(inctask.next()){

if(inctask.state!="3"){//here 3 is the value of closed state

gs.addErrorMessage("Incident task is not closed");

current.setAbortAction(true);

}

}

}

})(current, previous);

[anjalichoudhary]

Hi Riaz,

You can try creating a Business Rule as below:

Name: Prevent Closure if Child Task is Active

Type: "Before Update" Business Rule

Table: Incident

Description: Prevents closing a task if any of the task's child tasks are still active.

Script:

var gr = new GlideRecord('incident');

gr.addQuery('active','true');

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

gr.query();

while (gr.next())

{

current.setAbortAction(true);

}

If the reply was informational, please like, mark as helpful or mark as correct!!

Thanks,

Anjali