Scenario-Based Questions PART 33

🎓 Scenario-Based Question

📌 Use Case: Restrict Parent Incident Closure Until All Child Incidents Are Closed

This use case ensures that a parent incident in ServiceNow cannot be closed until all its child incidents are in the closed state. We’ll use a Business Rule to enforce this rule.

🛠 Steps to Implement:

1. Create a Business Rule
   • Name: CloseChildBeforeParentINC
   • Table: incident
   • Active ✅
   • Advanced ✅
   • When: Before Update
2. Add the Script

   (function executeRule(current, previous /*null when async*/) {
   
       var inc = new GlideRecord('incident');
       inc.addQuery('parent_incident', current.sys_id);
       inc.query();
   
       while (inc.next()) {
           if (inc.state == '7') { // 7 = Closed
               gs.addInfoMessage("✅ All Child INCs are CLOSED.");
               current.setAbortAction(false);
           } else {
               gs.addErrorMessage("❌ Child INCs are not CLOSED yet. Please close them first.");
               current.setAbortAction(true);
           }
       }
   
   })(current, previous);
         

3. Test the Rule
   • Create a parent incident with one or more child incidents.
   • Ensure at least one child is still open.
   • Try closing the parent — you should see an error message.
   • Once all children are closed, you can close the parent successfully.

💡 Pro Tips:

• You can change inc.state == '7' to match your organization’s custom closed state value.
• Using current.setAbortAction(true) stops the update process if the rule fails.
• Info and error messages are visible only to the current logged-in user performing the update.