Autoclose RITM after 3 days

[dev_K]

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 · Accepted solution]

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.
    
    

[dev_K]

Hi!

I opted for the flow solution.

It seems to work but only when I perform test in a flow, when I dont the RITM is not updated. Why this happens?

Here is the flow:

Applies only to specific catalog items, when the status changes to work in progress:

For testing I set 5 sec:

then after 5 sec it will check if the status is still closed complete and if true, it will change it to closed complete:

Testing a sc_task record:

then the record is updated correctly:

but when I dont do those test for the sc_task record the RITM status does not change... why?