Do not trigger survey for reopened Incident tickets

[Happy S]

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

[Ahmmed Ali]

You can access incident record fields in your script as below:

var asint1 = new GlideRecord('asmt_assessment_instance');
asint1.addEncodedQuery("trigger_table=incident^state=wip^ORstate=ready");
asint1.query();
while (asint1.next()) {

//Check if incident is reopened

//Validate the state values for active, in progress and on hold

if(asint1.trigger_id.state == "1" || sint1.trigger_id.state == "2" || sint1.trigger_id.state == "3"){

continue; //This will cause loop to not execute for current record

}

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();

}
}

[Happy S]

unfortunately this seems to be not working..

[Ahmmed Ali]

Can you add log statement as below to see what value you are getting?

gs.log("Incident State: " + asint1.trigger_id.state);

[Happy S]

this is what I get..

com.glide.script.RhinoEcmaError: "sint1" is not defined.
<refname> : Line(12) column(0)
9:
10: //Validate the state values for active, in progress and on hold
11:
==> 12: if(asint1.trigger_id.state == "1" || sint1.trigger_id.state == "2" || sint1.trigger_id.state == "3"){
13:
14: continue; //This will cause loop to not execute for current record
15:

Thank you

[Ahmmed Ali]

Sorry, there was typo in the if condition.

Replace if with below:

if(asint1.trigger_id.state == "1" || asint1.trigger_id.state == "2" || asint1.trigger_id.state == "3")