Check that all tasks are closed and date passed

Dan Brown2 · ‎10-18-2016

Some of my incidents have child tasks associated to them. I had it set up, so that when all the child tasks were closed, the parent incident closed too using a business rule. All working fine.

I have had to change this, so that parent incident can close when:

1.) all their child tasks are closed and

2.) the incident follow_up date has passed

My thought is to use a scheduled job (scheduled script execution) that runs nightly and for any incidents that meet these requirements are closed. I am having trouble setting this up. Can anyone please advise if this is the best method and also any resources to assist?

Many thanks,

Dan

Brad Tilton · ‎10-18-2016

I might do something a little more like this. I have a habit of using encoded queries when I work with dates, mainly so I can test it first in the condition builder and don't have to worry about what is supported where.

var inc = new GlideRecord('incident');

inc.addEncodedQuery('follow_up<javascript:gs.minutesAgoStart(0)');

inc.addActiveQuery();

inc.query();

while (inc.next()) {

var rec = new GlideRecord('u_tasks');

rec.addQuery('parent', inc.getValue('sys_id'));

rec.addQuery('state', 'IN', '3,4');

rec.query();

if (!rec.hasNext()) {

gs.log("incident resolved " + inc.number);

//close incident

}

View solution in original post

Dan Brown2 · ‎10-18-2016

Hi Brad,

Sorry all working ok for the comments using the gs.log. It will go through and list all the incidents in that state.

incident resolved INC0233344

incident resolved INC0233348

etc etc

But when I try to close all the incidents (and there may be multiple) with this status. It all processes the first and then stops. I may well be doing it wrong. I am using the following under the gs.log. Have you any ideas where I might be going wrong?

inc.incident_state = 6;

inc.follow_up = '';

inc.update();

Thanks a lot,

Dan