How can i auto close the SLA ?

Rakhesh · ‎01-09-2018

HI Every One,

We have an issue i.e., The SLA is attached when the status is 'Resourcing in progress' and the duration is 3 days. And the issue is the 5th day of the SLA will be Auto Close.We don't know how can be done this Issue.Can anyone knows please help me to how can i achieve this.

Regards,

Rakhesh.

Ashutosh Munot1 · ‎01-13-2018

HI Guys,

Final Script:

var schedule = new GlideSchedule();

schedule.load('090eecae0a0a0b260077e1dfa71da828'); // loads "8-5 weekdays excluding holidays" schedule

schedule.setTimeZone(gs.getUserTimeZone());

//Get the current date/time in correct format for duration calculation

var startDate = new GlideDateTime();

startDate.setDisplayValue(gs.nowDateTime());

gs.print('Actual '+startDate);

var getSla = new GlideRecord('task_sla');

getSla.addQuery('stage','in_progress');

getSla.addQuery('has_breached',true);

//getSla.addQuery('sys_id','b2356ff6db230300e77dd450cf9619a6');

getSla.query();

while(getSla.next())

{

//Query for resolved incident records

var gr = new GlideRecord('incident');

//gr.addQuery('state', 6);

gr.addQuery('sys_id',getSla.task);

gr.query();

while(gr.next()){

var endDate = new GlideDateTime();

endDate.setDisplayValue(gr.opened_at);

gs.log(endDate);

gs.log('Start '+getSla.start_time.getGlideObject());

//Close any records that have not been updated in 'pn' number of days

//Date difference calculated based on specified schedule

var duration = schedule.duration(endDate,startDate).getDayPart();

gs.log('Difference '+duration);

if(dif >= 5){

gr.state = 7;

gr.active = false;

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

gr.update();

}

Thank you,

Ashutosh

View solution in original post

Ashutosh Munot1 · ‎01-09-2018

HI Rakesh,

So here we will have to write a scheduled Job. Which will run twice or thrice a day.

This will check when the SLA was created and attached. If the time is more than 5 days without holidays then we will close this.

Please clarify once again.

I am working on script and get back to you asap.

Thank you,

Ashutosh Munot

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Rakhesh · ‎01-09-2018

Asutosh, appreciate gesture.

Please go ahead.

Regards,

Rakesh

Ashutosh Munot1 · ‎01-10-2018

HI Rakhesh,

I was working on this. I came accross one thing and please clear that. SLA has workflow. SO should it be cancelled when we auto close this SLA>

Thank you,
Ashutosh

Rakhesh · ‎01-11-2018

Sorry for late response Ashutosh,

SLA as well as ticket has to be closed

Rakhesh · ‎01-12-2018

Hi Ashutish,

I made some changes in BR and SLA workflow.In SLA , i put set values is 'stage cancelled ' after 100 percentage of SLA Timer.But we want to autoclose the ticket and SLA after 5 days of ticket raised.

BUSINESS Rule:After

stage changes to cancelled

advance:

var gr=new GlideRecord('x_pipi_pmo_table');

gr.addQuery('sys_id',current.task);

gr.query();

while(gr.next()){

gr.status=8;

gr.update();

}