incident count

[Akhil32]

Hi All,

In my instance, I have two tables:

1. User Incident
2. Software Incident

On the User Incident table, there is a field called "Related Software Incident."

On the Software Incident table, there is a related list called "User Incidents."

The query is:

When a user creates or updates a record with a value in the "Related Software Incident" field on the User Incident form and saves it, that incident will appear in the "User Incidents" related list on the Software Incident form.

 I need to update the total count of these incidents in the "Total Users Count" field on the Software Incident form based on the incidents displayed in the related list.

How can we achieve this using business rules?
Here is the scripting  using

after update business rule on user incident table
Condition : Related Software Incident changes

var opRel = current.u_related_software_incident;

    var userInc = new GlideRecord('u_user_incident');

    userInc.addQuery('u_related_software_incident', opRel);

     userInc.query();

    while (userInc.next()) {

      var count = userInc.getAggregate('COUNT');

      var opInc = new GlideRecord("u_software_incident");

        opInc.addQuery('sys_id', userInc.u_related_software_incident);

      opInc.query();

       if (opInc.next()) {

        opInc.u_total_users_count = count;

           opInc.update();

        }

     }

[Astik Thombare]

Hi @Akhil32 ,

To achieve this, you can use a business rule in ServiceNow. You'll create a business rule on the `User Incident` table to update the `Total Users Count` field on the related `Software Incident` record whenever a `User Incident` is created or updated with a value in the `Related Software Incident` field. Here's a step-by-step guide:

1. **Create a Business Rule on the `User Incident` Table:**

   - Navigate to **System Definition > Business Rules**.

   - Click **New** to create a new business rule.

2. **Define the Business Rule:**

   - **Name**: Update Total Users Count

   - **Table**: User Incident

   - **Advanced**: Check the "Advanced" checkbox.

3. **Conditions and Script:**

   - Set the condition to trigger when the `Related Software Incident` field is updated.

   - Write a script to update the `Total Users Count` field on the `Software Incident` record.

Here's an example script for the business rule:

function executeRule(current, previous /*null when async*/) {
 
    // Check if the Related Software Incident field has a value
    if (current.related_software_incident) {
 
        // Query to count the number of User Incidents related to the Software Incident
        var userIncidentCount = new GlideAggregate('user_incident');
        userIncidentCount.addQuery('related_software_incident', current.related_software_incident);
        userIncidentCount.addAggregate('COUNT');
        userIncidentCount.query();
 
        if (userIncidentCount.next()) {
            var count = userIncidentCount.getAggregate('COUNT');
 
            // Update the Total Users Count field on the Software Incident record
            var softwareIncident = new GlideRecord('software_incident');
            if (softwareIncident.get(current.related_software_incident)) {
                softwareIncident.total_users_count = count;
                softwareIncident.update();
            }
        }
    }
 
})(current, previous);

4. **Set When to Run:**

   - **When**: Before

   - **Insert**: Check this box.

   - **Update**: Check this box.

5. **Save the Business Rule.**

### Explanation:

- The script checks if the `Related Software Incident` field on the `User Incident` record has a value.

- It then counts the number of `User Incidents` related to the specified `Software Incident` using a `GlideAggregate` query.

- Finally, it updates the `Total Users Count` field on the related `Software Incident` record with the count.

This business rule ensures that whenever a `User Incident` is created or updated with a related `Software Incident`, the `Total Users Count` on the `Software Incident` form is updated accordingly.

         If my reply helped with your issue please mark helpful 👍 and correct ✔️ if your issue is resolved.

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Thanks,

Astik

[Akhil32]

Hi astik,

thanks for the quick reply.  It' getting only single count even though we have two user incidents tagged to the parent incident

[Akhil32]

@asifnoor  - have a look once if you have time