Auto Close an Interaction after one Hour (60 mins) of being Opened - if it has not been updated

[WazzaJC]

Hi Team,

I assume this is pretty straight forward to configure via a Business Rule, also would it be an Insert/Update Business Rule?

What would be required to configure a simple Business Rule, that auto-closes any Interaction, after one hour (60 mins) of that Interaction having been opened, provided the Interaction has not been Updated within that hour.

Many thanks for the guidance/advice.

I am looking to configure this on my PDI.

Kind Regard, Warwick

[Laszlo Balla · Accepted solution]

I don't think a Business Rule would work here as it would need to run on an update of a record, and your use case is actually about lack of updates 🙂

So I would suggest creating a scheduled job instead (sysauto_script):
Set it to Run: Periodically, let's say every 10 minutes ( I would advise against running it too frequently).

Set the script to something like this:

var closeInterval = '60'; // in minutes <-- replace this hard coded value with a system property!

function abandonedIntractions(time) {
    var interactionToClose = new GlideRecord('interaction');
	interactionToClose.addEncodedQuery('active=true^sys_updated_onRELATIVELT@minute@ago@' + time);
	interactionToClose.setValue('state', 5); // 5 = Close abandoned
	interactionToClose.updateMultiple();
}

abandonedIntractions(closeInterval);

[Laszlo Balla · Accepted solution]

I don't think a Business Rule would work here as it would need to run on an update of a record, and your use case is actually about lack of updates 🙂

So I would suggest creating a scheduled job instead (sysauto_script):
Set it to Run: Periodically, let's say every 10 minutes ( I would advise against running it too frequently).

Set the script to something like this:

var closeInterval = '60'; // in minutes <-- replace this hard coded value with a system property!

function abandonedIntractions(time) {
    var interactionToClose = new GlideRecord('interaction');
	interactionToClose.addEncodedQuery('active=true^sys_updated_onRELATIVELT@minute@ago@' + time);
	interactionToClose.setValue('state', 5); // 5 = Close abandoned
	interactionToClose.updateMultiple();
}

abandonedIntractions(closeInterval);

[WazzaJC]

Hi Laszlo,

Thanks ever so much, I am trying this solution and it is working, it is great.

Can I just ask one more clarification please, then your script will work perfectly for me.

How can I use the exact script you have above, but also add a Condition or line item that also ensures this script only runs, for when Interaction Type = 'Phone'. ?

So I basically need this exact script above to run, via the scheduled job, so long as the Interaction Type = Phone.

Thanks ever so much for your guidance.

Kind Regards,

Warwick

[Bert_c1 · Accepted solution]

Hi,

You can add "^interaction_type='Phone'" to the query Laszlo provided, like:

interactionToClose.addEncodedQuery('active=true^sys_updated_onRELATIVELT@minute@ago@' + time + '^interaction_type=Phone');

You must use the field name and value for "Interaction Type = Phone". If the Interaction Type field is a choice field, then the value for "Phone" would be needed in the query.

[WazzaJC]

Hi Bert,

thanks very much for that clarification, that works perfectly, I appreciate your help.

kind Regards,

 Warwick