Hello,
I am attempting to create a scheduled job to auto-close Cases from the Customer Service application. I tried to model it after the incident autoclose business rule and the Autoclose Incident scheduled job. I don't seem to be able to get it to work, and I was wondering if anyone could provide some insight as to why it doesn't work? Here's the scheduled job:
Anyone able to help?
Thanks,
Shawn
Hello Shawn,
Below is the sample script to close Cases which are in "Resolved'" state and are not updated in the specified number of days.
// This script automatically closes case that are resolved
// and haven't been updated in the specified number of days
// This number is a property in System Properties.
// To place a comment in the incident, uncomment the "gr.comments" line.
autoCloseCases();
function autoCloseCases() {
var ps = gs.getProperty('glide.ui.autoclose.time');
var pn = parseInt(ps);
var queryTime = new GlideDateTime();
queryTime.addDaysUTC(-pn);
if (pn > 0) {
var gr = new GlideRecord('sn_customerservice_case');
gr.addQuery('state', 6);//Resolved
gr.addQuery('sys_updated_on', '<', queryTime);
gr.query();
while(gr.next()) {
gs.print("Case:"+gr.number);
gr.close_notes = 'Autoclose';
gr.active = false;
gr.closed_by = gr.resolved_by;
if((new global.StateFlow().validFlow(gr, 'd8069501c33231005f76b2c712d3aead', 'automatic'))){
new global.StateFlow().processFlow(gr, 'd8069501c33231005f76b2c712d3aead', 'automatic');
//d8069501c33231005f76b2c712d3aead : ID of state flow "Close Case"
}
gr.update();
}
}
}Please also take a look at the state flow - "Close Case" defined for the Case (sn_customerservice_case), you can capture additional validations over here. For example, close_notes should be "Autoclose" or closed_by should be specific user etc.
Thanks,
Parag Mone
