Exclude P1 and P2 Incidents from Auto closure

[DREX]

Hi All,

I have a requirement of excluding Priority 1 and Priority 2 tickets from auto-closure. I tried adding filter condition in the Business Rule but it still closed P1 and P2 incidents.

Business Rule Name : incident autoclose

Condition : Priority is not P1 or P2

script:

// 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() {

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

var pn = parseInt(ps);

var queryTime = new GlideDateTime();

queryTime.addDaysUTC(-pn);

if (pn > 0) {

var gr = new GlideRecord('incident');

gr.addQuery('incident_state', IncidentState.RESOLVED);

if (gs.getProperty('com.snc.incident.autoclose.basedon.resolved_at', 'false') === 'true') {

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

}

else {

gr.addQuery('sys_updated_on', '<', queryTime);

}

if (pm.isActive('com.snc.incident.mim')) {

var mim = gr.addNullQuery('major_incident_state');

mim.addOrCondition('major_incident_state', '!=', new sn_major_inc_mgmt.MajorIncidentTriggerRulesSNC().MAJOR_INCIDENT_STATE.ACCEPTED);

}

// Exclude OT Incident and its children being affected by this script

if (pm.isActive('com.sn_ot_inc_mgmt')) {

gr.addEncodedQuery('sys_class_nameNOT IN' + new TableUtils('sn_ot_incident').getAllExtensions().toArray().join());

}

gr.query();

while(gr.next()) {

gr.incident_state = IncidentState.CLOSED;

gr.state = IncidentState.CLOSED;

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

gr.active = false;

gr.closed_by = gr.resolved_by;

gr.update();

}

}

}

If anyone can help

[Quinten · Accepted solution]

Right below the following line:

var gr = new GlideRecord('incident');

add the following line

gr.addQuery('priority', 'NOT IN', '1,2');

This tells the script to only target Incidents for which the priority is NOT 1 or 2.

[DREX]

Thanks for the help!!

[Community Alums]

Hi Drex, i know that this is an old post, but was this solution working for you?