Auto Close Incident based on business hours

[Dazler]

Hi,

I was wondering if there is a way to auto close an incident after it has been resolved based on business hours and not business days.

I have a business rules but it looks at that sys property for auto close.  Our day hours are 11 hours a day (Mon - Thursday), except Friday which is 10 hours.  I need to set the incident to auto close based on 24 business hours.  

How can I achieve this without using the glide.ui.autoclose.time property?

Any help would be appreciated.

[DrewW · Accepted solution]

So I did a post on this before but I cannot seam to find it.  You can set this as a scheduled job or just update the Incident Autoclose BR I think it is.  There are a number of ways to do this but I find the below the fastest and it allows you to be flexible since you just have to make sure the schedule is up-to-date with business hours, weekends and holidays.

var hours = 24;
//Setup a schedule that has your business hours and put the sys_id on the next line.
var sch = new GlideSchedule("090eecae0a0a0b260077e1dfa71da828")
var startDT = new GlideDateTime();
var endDT = new GlideDateTime();
//Get a starting point in the past
startDT.addSeconds(hours * 60 * 60 * -1); //hours in the past.
var loopCount = 0;
var found = false
//Keep going until we find what we need or loop count hits 100 so we do not loop infinatly.
while(!found && loopCount < 100){
    var dur = sch.duration(startDT, endDT).getNumericValue() / 1000 / 60 / 60;  //Convert to hours
    if(dur >= hours){
        //We found the first start time that is the correct number of hours in the past.
        found = true;
    } else {
        //If we did not find it then subtract 1 hour and loop back around.
        startDT.addSeconds(60*60*-1); //subtract 1 hour
    }
    loopCount++;
}
//Update all of the resolved incidents that have a resolved date on or before the start date we found.
var gr = new GlideRecord('incident');
gr.addQuery("state", "6").addOrCondition("incident_state", "6"); //These two should always be ins sync so you should not have to do this.
gr.addQuery("resolved_at", "<=", startDT);
gr.setValue("state", 7);
gr.setValue("close_notes", "Auto closed after " + hours + ".");
gr.updateMultiple();

[Dazler]

Hi Drew,

Thank you for this.  It is very helpful.  I did have one question, the startDT put the time at 3 hour ahead but not in what the system timezone is set.  How can include that in this script?

[DrewW]

You can set a time zone when you create the schedule object, check the dev docs. The system does everything in GMT so what makes you say it put it at 3 hours ahead?  How did you print out the value?  Did you make a change to the script to accommodate any changes you needed?

When I test it as a background script I get the expected date/time based on when I run it. Example if I print out the display values for startDT and endDT I get

*** Script: 03-04-2022 08:02:02
*** Script: 03-08-2022 14:02:02

Since my schedule is 9 hours a day excluding weekends and I ran it at 14:02:02 I have ~6 hours for the rest of today and then 9 for Monday and 9 for Friday so it did find the proper date/time.