Autoclose RITM after 3 days

dev_K · ‎08-22-2024

Hi All,

I have a catalog item which creates a task. Once the task is closed the RITM is assigned to the requestor for him to close it. I want however to close it if user does not do it himself after 3 days.

How to approach it?

thanks!

Ravi Gaurav · ‎08-22-2024

Hello,

Considering its a custom requirement. You can achieve this via "Schedule Job" or "Flow Designer":-->

Example Script :-

using schedule Job :-

var ritmGr = new GlideRecord('sc_req_item');
ritmGr.addQuery('state', 'Closure'); // Assuming "Closure" is the state where it's waiting for the requestor to close it
ritmGr.addQuery('sys_updated_on', '<=', gs.daysAgo(3));
ritmGr.query();

while (ritmGr.next()) {
ritmGr.state = 'Closed';
ritmGr.work_notes = "RITM automatically closed after 3 days of no action from the requestor.";
ritmGr.update();
}

using Flow :-

Create a Flow:
- Navigate to Flow Designer and create a new flow.
- Set the trigger to When Task is Closed.
Wait Condition:
- Add a Wait for Condition action that waits for 3 days.
- Use the "Wait for" action and set it to wait for 72 hours (3 days).
Check RITM Status:
- Add a Condition after the wait to check if the RITM's state is still in a state indicating it's awaiting user closure (e.g., "Pending Closure").
Close the RITM:
- If the RITM is still not closed, add an Update Record action to change the state of the RITM to "Closed" or any other appropriate state.

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View solution in original post

Dr Atul G- LNG · ‎08-22-2024

Hi @dev_K

Follow Best practice:

Once an catalog task get closed, RITM - REQ get closed automatically. Follow this, please.

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Sandeep Rajput · ‎08-22-2024

@dev_K You can achieve this by either implementing a scheduled job or a workflow. In case of the scheduled job, you job will run every day and compare the created date of the task with today's day and choose to close the task if the user didn't close it in 3 days. In case of workflow, you can choose to have a timer which will wait for 3 days and close the task using a run script if the task didn't complete in three days.

Hope this helps.

Ayushi12 · ‎08-22-2024

Hi @dev_K
You can implement this condition in related flow. You can use Wait for condition action that will Pause a flow until record values match a specific set of conditions.
Refer: Wait For Condition action
https://docs.servicenow.com/bundle/vancouver-build-workflows/page/administer/flow-designer/concept/f...

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Thanks!

Rajesh Chopade1 · ‎08-22-2024

Hi @dev_K

You should consider the opinion of Atul, but if you having the custom requirement likewise then you can create 'scheduled job' which runs daily.

In condition you should mention the 'state' of RITM (I hope you having specific RITM 'state' after task closure

e.g., "Pending User Closure")

You can refer my below script:

// Get the GlideDateTime for 3 days ago
var threeDaysAgo = new GlideDateTime();
threeDaysAgo.addDaysUTC(-3);

//RITMs 3 or more days ago updated to state and are still open
var ritmGr = new GlideRecord('sc_req_item');
ritmGr.addQuery('state', 'YOUR_STATE_HERE'); // Replace state you use for "Pending User Closure"
ritmGr.addQuery('sys_updated_on', '<=', threeDaysAgo);
ritmGr.query();

while (ritmGr.next()) {
    // Close the RITM
    ritmGr.state = 3; // state to Closed Complete
    ritmGr.work_notes = 'RITM auto-closed after 3 days of inactivity by the requestor.';
    ritmGr.update();
}

I hope my answer helps you to resolve your issue if yes please mark my answer helpful and correct.

thank you

rajesh