Anyone managed to configure Incident Autoclose to work based on Schedule?

[Happy S]

As per subject, wondering anyone managed to configure Incident Autoclose to work based on Schedule?

I did try with multiple solutions provided in this community but someone it all ended up with the properties - glide.ui.autoclose.time overriding what was configured in the Incident Autoclose script.

Although when the script is tested in Background Script it is returning the correct closure date

For example:

Resolved incidents to be closed 6 business days from ticket resolution:

- configured the script to calculate based on schedule - 8-5 weekdays excluding holidays using either of the solutions below 

- set glide.ui.autoclose.time to 6

---- When the scheduled job runs, ticket got closed in 6 calendar days, ignoring the script 

some of the solutions which I have followed.

- https://www.servicenow.com/community/itsm-forum/auto-close-resolved-incidents-after-7-business-days/...

- https://servicenowguru.com/business-rules-scripting_calendar-based-incident-autoclose/

Any idea how to fix this?  set the glide.ui.autoclose.time to more than 6? 

Thank you and appreciate the help !

[johnfeist]

Hi Happy S,

We have a more complex close process where we give the caller an opportunity to confirm that their issue was resolved.  what I've found is the only way to get an autoclose to work under any but straight calendar days is to create a pretty straight forward script that gets run on a schedule.  That lets you define your criteria and also know the difference between business days and claendar days.