auto close ritm

[Sarabjeet1]

Hi,

I need to set a rule for auto closing RITMs after 3 days of resolving. Below is the BR i am using. Please let me know why is it not working.

(function executeRule(current, previous /*null when async*/) {

autoCloseRequest();

function autoCloseRequest() {

    var ps = gs.getProperty('glide.ui.autoclose.time'); // property value set to 3

    var pn = parseInt(ps);

    var queryTime = new GlideDateTime();

    queryTime.addDaysUTC(-pn);

    if (pn > 0) {

        var gr = new GlideRecord('sc_req_item');

        gr.addQuery('state', '10');

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

        gr.addQuery('u_coh', 'false');

        while (gr.next()) {

            gr.state = '50';

            gr.comments = 'Request ditutup otomatis setelah ' + pn + ' hari dari tiket diselesaikan.';

            gr.active = false;

            gr.update();

        }

    }

}

})(current, previous);

[Dr Atul G- LNG]

Hi @Sarabjeet1 

RITM will get auto closed once the related Catalog task get closed. Not sure why you are writing BR to close after 3 days.

[Ankur Bawiskar]

@Sarabjeet1 

RITM is not something like INC which will get closed after resolution. RITM is regarding fulfilling a request.

RITM can set to close complete once all catalog tasks are completed. If this is not happening then write your custom logic

You should implement this as RITM OOB doesn't show the close or resolve state values.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Sarabjeet1]

Hi Ankur,

Thanks for your response but RITM states are customized as per requirement and auto closing them after 5 days of moving it to resolved is also a part of requirement.