Check if the incident was created 4 hours before, then add a comment in the incident.

[sreeshsurendran]

Hi all,

The requirement is to check if the incident is created 4 hours, then update the incident's additional comment.

I've tried the following approach.

 var dR = new GlideRecord('incident');
  dR.addQuery('sys_id','57af7aec73d423002728660c4cf6a71c');
  dR.query();
dR.query();
  if(dR.next()){
    var created = new GlideDateTime(dR.sys_created_on);
        //gs.print("Created: "+created);
    var gtime1 = created.getTime();
    var created1 = gtime1.getByFormat('hh:mm:ss');
    gs.print("CREATED ON (hh:mm:ss): " +created1);
   var current = new GlideDateTime();
   //gs.print("Current "+current);
   var gtime1 = current.getTime();
    var current1 = gtime1.getByFormat('hh:mm:ss');
    gs.print("CURRENT IS (hh:mm:ss): "+current1)
var a = new GlideTime();
a.setValue("04:00:00");
created.add(a);
var b = created.getTime();
var c = b.getByFormat('hh:mm:ss');
gs.print("TOTAL: "+c);
  }
  if(c<current1)
  {
    gs.print('YES');
  }
  else
  {
    gs.print('NO');
  }

Thanks & Regards,

Sreesh Surendran

ServiceNow Developer - Integrations & CSM.

[Mark Manders]

Do it in a flow on incident creation: add a wait condition (and I hope some other logic) and add a comment to the incident after that condition. No need to script this.

[Pratiksha · Accepted solution]

Try 

var incidentGR = new GlideRecord('incident');
incidentGR.addQuery('sys_id', '57af7aec73d423002728660c4cf6a71c');
incidentGR.query();

if (incidentGR.next()) {
var createdTime = new GlideDateTime(incidentGR.sys_created_on);
gs.print("Incident Created On: " + createdTime);

var currentTime = new GlideDateTime();
gs.print("Current Time: " + currentTime);

var timeDifference = currentTime.getNumericValue() - createdTime.getNumericValue();
var hoursDifference = timeDifference / (1000 * 60 * 60); // Convert milliseconds to hours
gs.print("Time Difference (hours): " + hoursDifference);

if (hoursDifference >= 4) {
gs.print("Incident created 4 hours ago or more. Updating additional comments...");

// Your code to update additional comments goes here
} else {
gs.print("Incident created less than 4 hours ago.");
}
} else {
gs.print("Incident not found.");
}

[sreeshsurendran]

Thanks @Pratiksha  - that worked.