Do not trigger survey for reopened Incident tickets

Happy S
Tera Expert

Currently we have a scheduled script that will send out reminders to users that have their Incident tickets resolved after 5 days, even to users that have their tickets reopened in between, with the condition that these users have not taken the survey

 

How to add the field reopen_count to my script below, so that any tickets that got resolved and reopened in between, with not receive the surveys? only until the reopened ticket is resolved then only a survey will be triggered to the user

 

var asint1 = new GlideRecord('asmt_assessment_instance');
asint1.addEncodedQuery("trigger_table=incident^state=wip^ORstate=ready");
asint1.query();
while (asint1.next()) {
var gdt1 = new GlideDateTime(asint1.sys_created_on);
gdt1.addDaysUTC(5); //add 5 days
var dateaftr5 = gdt1.getDate();
dateaftr5 = dateaftr5.toString();
var gdt3 = new GlideDateTime();
var todaydat = gdt3.getDate();
todaydat = todaydat.toString();

}
}

 

thank you

 

 

1 ACCEPTED SOLUTION

Happy S
Tera Expert

Thank you..I added the query below in italic and it worked..

 

 

 

 

var asint1 = new GlideRecord('asmt_assessment_instance');
asint1.addEncodedQuery("trigger_table=Incident^state=wip^ORstate=ready^task_id.ref_incident.incident_stateNOT IN1,2,3");
asint1.query();
while (asint1.next()) {
var gdt1 = new GlideDateTime(asint1.sys_created_on);
gdt1.addDaysUTC(5); //add 5 days
var dateaftr5 = gdt1.getDate();
dateaftr5 = dateaftr5.toString();
var gdt3 = new GlideDateTime();
var todaydat = gdt3.getDate();
todaydat = todaydat.toString();

}
}

View solution in original post

10 REPLIES 10

Happy S
Tera Expert

Thank you..I added the query below in italic and it worked..

 

 

 

 

var asint1 = new GlideRecord('asmt_assessment_instance');
asint1.addEncodedQuery("trigger_table=Incident^state=wip^ORstate=ready^task_id.ref_incident.incident_stateNOT IN1,2,3");
asint1.query();
while (asint1.next()) {
var gdt1 = new GlideDateTime(asint1.sys_created_on);
gdt1.addDaysUTC(5); //add 5 days
var dateaftr5 = gdt1.getDate();
dateaftr5 = dateaftr5.toString();
var gdt3 = new GlideDateTime();
var todaydat = gdt3.getDate();
todaydat = todaydat.toString();

}
}