Auto-Populate Resolution SLA Reference on Incident and Task Records

Server-Side Components/Business Rules/Populate Resolution SLA for Incidents/readme.md

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+📘 README — Auto Update Resolution SLA on Related Tasks
+Business Rule Details
+
+Name: Auto Update Resolution SLA Reference
+Table: task_sla
+Execution: After Insert
+Filter Condition: SLA Definition target must be Resolution
+Condition: Runs only when the associated task is an Incident or a Catalog Task
+(current.task.sys_class_name == 'incident' || current.task.sys_class_name == 'sc_task')
+
+Purpose
+
+This Business Rule is designed to automatically update the related Incident and Task records with the Resolution SLA reference when a new Task SLA record is created.
+It helps provide direct visibility of SLA details from the Incident or Task form without navigating to the task_sla table.
+
+How It Works
+
+A new Resolution SLA is created for a task.
+
+This rule triggers after the Task SLA record is inserted.
+
+It checks if the related task is an Incident or a Catalog Task.
+
+It updates the custom SLA reference fields on both the Incident and the Task.
+
+Prerequisites
+
+You must create the following fields before using this rule:
+
+Field: u_resolution_sla (On Incident table)
+Type: Reference to task_sla
+
+Field: u_task_resolution_sla (On Task table)
+Type: Reference to task_sla
+
+Testing Steps
+
+• Create a new Incident and associate a Resolution SLA with it.
+• Allow the SLA to start (so it creates a task_sla entry).
+• Open the Incident and related Task.
+• You should see the Resolution SLA reference auto-populated in both.
+
+Script Used
+(function executeRule(current, previous /*null when async*/ ) {
+
+    var inc = new GlideRecord('incident');
+    inc.get(current.task);
+
+    inc.u_resolution_sla = current.sys_id;
+    inc.update();
+
+    var tsk = new GlideRecord('task');
+    tsk.get(current.task);
+
+    tsk.u_task_resolution_sla = current.sys_id;
+    tsk.update();
+
+})(current, previous);
+
+Result
+
+This automation ensures the SLA is visible and reportable on both Incident and Task records with no manual updates.
+It improves SLA tracking, reporting, and overall usability.

Server-Side Components/Business Rules/Populate Resolution SLA for Incidents/script.js

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+// Business Rule: Set Resolution SLA on Related Tasks
+// Table: task_sla
+// When: After Insert
+
+// PURPOSE:
+// When a new Task SLA is created for Resolution SLA, update the related records.
+
+// CONDITIONS:
+// SLA Definition target = "Resolution"
+// Run only if task is Incident or SC Task
+// (current.task.sys_class_name == 'incident' || current.task.sys_class_name == 'sc_task')
+
+// STEP 1:
+// Get the related Incident record from current.task reference
+var inc = new GlideRecord('incident'); // Query Incident table
+inc.get(current.task); // Fetch the matching incident record
+
+// Update Incident’s custom field to store the Resolution SLA reference
+inc.u_resolution_sla = current.sys_id; // Set current task_sla sys_id
+inc.update(); // Save changes to Incident
+
+// STEP 2:
+// Get the related Task record from current.task reference
+var tsk = new GlideRecord('task'); // Query Task table
+tsk.get(current.task); // Fetch the task (incident/sc_task/etc.)
+
+// Update Task’s custom field to store the Resolution SLA reference
+tsk.u_task_resolution_sla = current.sys_id; // Set current task_sla sys_id
+tsk.update(); // Save changes to Task