Auto-Close Incidents after Resolving

[saireddy389]

Hi Guys,

My scenario is

Description :

As a user, I want to make sure old resolved Incidents are closed in a timely manner (7 days) so the teams can focus on active issues.

7 days - all priority except 0 and 1

Acceptance criteria :

Priority 2 to 5 Incidents are auto closed 7 days after Resolved.

I did as shown below

when to run :

when : After     Order : 100

In Filter condition: I took   Priority   is one of     2-High

                                                                                                                                                3-Moderate

                                                                                                                                                4-Low

                                                                                                                                                5- Planning

state is Resolved

In Actions:

State to close

Script :

// This script automatically closes incidents 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.

autoCloseIncidents();

function autoCloseIncidents() {

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('incident');

gr.addQuery('incident_state', IncidentState.RESOLVED);

gr.addQuery('sys_updated_on', '<', queryTime);

gr.query();

while(gr.next()) {

gr.incident_state = IncidentState.CLOSED;

//   gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';

gr.active = false;

gr.closed_by = gr.resolved_by;

gr.update();

}

}

}

Can any body suggest me what i did wrong and what needs to change in this

Thanks

Sai,

[Mihir Mohanta]

You have to set auto close property or write scheduled job.

Business rule is not required in this case.

Please go through the below link

Configure incidents to close automatically

[HarshTimes]

Hi Sai

Use below script it will work

var query = "state=6^priorityIN2,3,4,5^opened_at<javascript:gs.beginningOfLast7Days()" ;

var gr = new GlideRecord('incident');

gr.addEncodedQuery(query);

gr.query();

while(gr.next()) {

gr.incident_state = 7 ;// PUT THE STATE VALUE OF CLOSED HERE

//   gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';

gr.active = false;

gr.closed_by = gr.resolved_by;

gr.update();

}

[Chuck Tomasi]

Hi Sai,

I invite you to take a look at a scriptless solution I built on to OOB scheduled jobs that can help you with this. It was built for use cases just like this.

Scriptless scheduled jobs