Business rule to autoclose resolved incidents after a certain number of business days not working

[bookman1502]

Hi,

My organization wants to create a new business rule to replace incident autoclose that will use business days instead of calendar days to determine when to close resolved incidents. To do this, I have created a business rule which references a schedule with a schedule entry that is all day and repeats every weekday. However, when I execute it either by putting it inside of a fix script and running it or telling a scheduled job to fire it, the incidents that were resolved more than 5 days ago don't seem to be closing. Here is the code:

// This script automatically closes incidents that are resolved

// and haven't been updated in the specified number of days.

// This number is a property in System Properties.

// To place a comment in the incident, uncomment the "gr.comments" line.

autoCloseIncidents();

function autoCloseIncidents() {

      gs.log('updated incident autoclose running');

      var i = 0;

      var ps = gs.getProperty('glide.ui.autoclose.time');

      var pn = parseInt(ps);

      if (pn > 0) {

              var j = 0;

              var countdays = pn;

              var sid ='4a62d78a132e42001a1f58222244b074';

              var sched = new GlideSchedule(sid);

              gs.info(sched.getName());

              while(countdays!=0 || !sched.isInSchedule(d)){

                      var d = new GlideDateTime();

                      d.setDisplayValue(gs.daysAgoStart(countdays).toString());

                      if(!sched.isInSchedule(d)){

                              gs.log('not in Schedule');

                              pn++;

                              j++;

                      }

                      countdays--;

              }

              gs.log('Number of days: ' + pn);

              gs.log(gs.daysAgoStart(pn));

              var gr = new GlideRecord('incident');

              gr.addQuery('incident_state', '6');

              gr.addQuery('sys_updated_on', '<', gs.daysAgoStart(pn));

              gr.query();

              while(gr.next()) {

                      gr.incident_state = '7';

                      i++;

                      //   gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';

                      gr.active = false;

                      gr.update();

              }

              gs.log('Number of incidents affected:'+ i);

      }

}

Does anyone have any idea what might be going on?

[bookman1502]

Please refer to this script instead:

// This script automatically closes incidents that are resolved

// and haven't been updated in the specified number of days.

// This number is a property in System Properties.

// To place a comment in the incident, uncomment the "gr.comments" line.

autoCloseIncidents();

function autoCloseIncidents() {

      gs.log('updated incident autoclose running');

      var i = 0;

      var ps = gs.getProperty('glide.ui.autoclose.time');

      var pn = parseInt(ps);

      if (pn > 0) {

              var j = 0;

              var countdays = pn;

              var sched = new GlideSchedule('4a62d78a132e42001a1f58222244b074');

              gs.info(sched.getName());

              var d = new GlideDateTime();

              var test = false;

              var daycount = 1;

              var countday = 1;

              d.setDisplayValue(gs.daysAgoStart(countday).toString());

              do {

                      if(sched.isInSchedule(d)){

                              gs.log(d.toString() + ' is in Schedule');

                              countday++;

                              daycount++;

                      } else {

                              gs.log(d.toString() + ' is not in Schedule');

                              countday++;

                      }

                      d.setDisplayValue(gs.daysAgoStart(countday).toString());

              } while(!sched.isInSchedule(d) || daycount != pn)

              gs.log('Number of days: ' + countday);

              gs.log(gs.daysAgoStart(countday));

              var gr = new GlideRecord('incident');

              gr.addQuery('incident_state', '6');

              gr.addQuery('resolved_at', '<', d);

              gr.query();

              while(gr.next()) {

                      // i++;

                      gs.log(gr.number);

                        gr.incident_state = '7';

                      // gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';

                        gr.active = false;

                        gr.update();

              }

              gs.log('Number of incidents affected:'+ i);

      }

}

[jarodm]

Robert, thank you for your script!

The one thing that tripped me up was on the schedule. I created a new schedule with a schedule entry of weekly on weekdays, starting today. The script below looks in the past, and I had to update my schedule to begin in the past (I chose two years in the past).

I've made a couple of tweaks and it's working very well for me.

1. Added a ';' at the end of line 42 below
2. Added a safety valve in case there's an issue with the schedule and never finds any business days.
3. Various comments

Updated 'incident autoclose' business rule:

// This script automatically closes incidents that are resolved
// and haven't been updated in the specified number of days.
// This number is a property in System Properties.
// To place a comment in the incident, uncomment the "gr.comments" line.

autoCloseIncidents();

function autoCloseIncidents() {
       gs.log('updated incident autoclose running);
       var i = 0;
       var ps = gs.getProperty('glide.ui.autoclose.time');
       var pn = parseInt(ps);
       if (pn > 0) {
               var j = 0;
               var countdays = pn;
               var sched = new GlideSchedule('1beb74144fa6d6008ffcb3728110c7d6'); //
               gs.info(sched.getName());
               var d = new GlideDateTime();
               var test = false;
               var daycount = 1;
               var countday = 1;
               var safetyint = 1;
               d.setDisplayValue(gs.daysAgoStart(countday).toString());

               do {
                       if(sched.isInSchedule(d)){
                               gs.log(d.toString() + ' is in Schedule');
                               countday++;
                               daycount++;
                       } else {
                               gs.log(d.toString() + ' is not in Schedule');
                               countday++;
                       }
               gs.sleep(500); //slowed the script so the log file will be in order
               safetyint++;
               if (safetyint >= 50) {
                       gs.log('Stopping script due to hitting ' + safetyint + ' iterations.');
                       return; //ends the function
               }

               d.setDisplayValue(gs.daysAgoStart(countday).toString());
               }while(!sched.isInSchedule(d) || daycount != pn);

               gs.log('Number of days: ' + countday);
               gs.log(gs.daysAgoStart(countday));
               var gr = new GlideRecord('incident');
               gr.addQuery('incident_state', '6');
               gr.addQuery('resolved_at', '<', d);
               gr.query();
               while(gr.next()) {
                       i++;
                       gs.log(gr.number);
                       gr.incident_state = '7';
                       gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';
                       gr.active = false;
                       gr.update();
               }
               gs.log('Number of incidents affected:'+ i);

       }
}

Hope this helps someone else.

-Jarod

[gtk]

do we need to create scheduled job for it, if yes can you give the steps to create the scheduled job

[jarodm]

No need, as there's already an OOB scheduled job that calls an OOB BR. I typically just update the OOB BR with the above code.

System Scheduler > Scheduled Job: 'Autoclose Incidents'

System Definition > Business Rules: 'incident autoclose'

JarodM