Background Script to Close Open Requests, Requested Items, Tasks

[Laurie Marlowe1]

Hello,

We have a request to "cleanup" old Requests where some of the RITMs are still open because some of the Tasks were never completed.  I've got a background script working all except for closing the Tasks.

I've been given a list (a very long list) of the Request numbers that need to be cleaned up.  What is wrong with my script that I cannot get the tasks closed?  

        var scrs = ['SCR0111947', ]; //list of Requests that have open tasks - will get the list and format in Excel and paste into the script for the array

        for (var i = 0; i < scrs.length; i++) {
            var rec = new GlideRecord('sc_request');
            rec.addEncodedQuery('numberSTARTSWITH' + scrs[i]);
            rec.query();
            if (rec.next()) {
                rec.setWorkflow(false);
                rec.state = 4;
                rec.stage = 'closed_incomplete';
                rec.description = "Bulk closure of old tickets per SER0058621";
                rec.update();

                //find all the RITMs for each SCR

                var ritm = new GlideRecord('sc_req_item');
                ritm.addQuery('requestSTARTSWITH' + scrs[i]);
                ritm.addQuery('active', true);
                ritm.query();
                while (ritm.next()) {

                    ritm.setWorkflow(false);
                    ritm.state = 4;
                    ritm.stage = 'Request Cancelled';
                    ritm.update();
                }
                //find all the RTASKs for each SCR/RITM
				
                var rtask = new GlideRecord('sc_task');
                rtask.addQuery('request.numberSTARTSWITH' + scrs[i]);
                rtask.addQuery('active', true);
                while (rtask.next()) {
		    gs.print('SCR is ' + request.number);
                    rtask.setWorkflow(false);
                    rtask.state = 4;
                    rtaks.update();
                }
            }
        }
    

Any help is greatly appreciated! 

Thank you,

Laurie

[Kieran Anson · Accepted solution]

You can condense this by using the updateMultiple function. Have you also considered cancelling the workflows/flows behind these records?

var SOURCE_REQUESTS = ['REQ0010027', 'REQ0010026','REQ0010011'];

var requestGR = new GlideRecord('sc_request');
requestGR.addQuery('number' , 'IN' , SOURCE_REQUESTS);
requestGR.setValue('state' , 4);
requestGR.setValue('request_state' , 'closed_incomplete');
requestGR.setValue('stage' , 'closed_incomplete');
requestGR.setValue('description' , 'Bulk closure of old tickets per SER0058621');
requestGR.setWorkflow(false);
requestGR.updateMultiple();

var requestItemGR = new GlideRecord('sc_req_item');
requestItemGR.addQuery('request.number' , 'IN' , SOURCE_REQUESTS);
requestItemGR.addActiveQuery();
requestItemGR.setValue('state' , 4);
requestItemGR.setValue('stage' , 'Request Cancelled');
requestItemGR.setWorkflow(false);
requestItemGR.updateMultiple();

var taskGR = new GlideRecord('sc_task');
taskGR.addQuery('request.number' , 'IN' , SOURCE_REQUESTS);
taskGR.addActiveQuery();
taskGR.setValue('state' , 4);
taskGR.setWorkflow(false);
taskGR.updateMultiple();

[Laurie Marlowe1]

Hi Kieran,

Thank you for the suggestions to improve my coding!  I will do this going forward.  Also, thank you for the reminder about the cancelling the workflows.  I will give this a try on Monday.

Cheers,

Laurie

[Laurie Marlowe1]

Hi Kieran,

I tried to cancel the workflows, but this did not work.

var requestItemGR = new GlideRecord('sc_req_item');
requestItemGR.addQuery('request.number' , 'IN' , SOURCE_REQUESTS);
requestItemGR.addActiveQuery();
requestItemGR.setValue('state' , 4);
requestItemGR.setValue('stage' , 'Request Cancelled');
var workflow = new Workflow();
requestItemGR.setWorkflow(false);
var workflow = new Workflow();
workflow.cancel(requestItemGR);
requestItemGR.updateMultiple();

Is there a different way this needs to be coded since multiple records with active workflows will need to be cancelled?  Or do I need to create a new loop and cancel one at a time?

Thank you, your help is much appreciated!

Laurie

[ShubhamGarg]

Hi Laurie,

From the process standpoint, when you cancel the workflow the current and all remaining tasks will be cancelled.

Below links should help you here -

Cancel and restart workflow

Cancel a workflow

Cancel Workflow closes active tasks - that's bad

Mark this as Correct/Helpful if it helps.

Regards,

Shubham