Auto Resolve incidents in one Hour based on Short description

[Nagesh5]

Hi Team,

Can you please guide to auto Resolve incidents in one hour based specific short description.

We are getting couple of incidents on daily basis with specific short description it's very difficult to check each incident instead of that we need solution to auto resolve those tickets.

Kindly help to resolve this issue as early as possible.

Regards,

Nagesh

[Musab Rasheed]

Hello,

Yes, you can do using scheduled job, make sure job runs every single minute and you specify proper condition and add run as someone who has admin access, you will get lot of post regarding auto close incidents using schedule job, Please try and if stuck let me know.

Mark my answer as correct if that helps

Regards

[Chandu Telu]

Hi Nagesh,

You can write a schedule job or Flow Designer for this.

Challenge with schedule job is may leads to performance issues. I prefer to use the Flow Designer with Wait Activity for 1 hour

Thanks
Chandu Telu
Please Mark ✅ Correct/helpful, if applicable,

[Nagesh5]

Hi Chandu Telu,

Thanks for the quick reply, as we are not using the flow designer hence kindly share the lines of code which i need to use in schedule job script?

Regards,

Nagesh

[Chandu Telu]

Hi Nagesh,

Can you try the below code it 

var gr = new GlideRecord("incident");
gr.addQuery("short_description","test"); //Add short description
gr.query();
while(gr.next()){
gr.state = "6";
gr.close_code = "Resolved by caller"; // add close code 
gr.close_notes = "Incident is resolved based on short description";
gr.update()

}

Thanks
Chandu Telu
Please Mark ✅ Correct/helpful, if applicable,