How to pause the workflow till next schedule start time?

[Raj90]

Hello Team,

I have a requirement related to implementing an 'On Call Support' feature for the incident process. To clarify, my working hours are from 9:30 AM to 6:00 PM. If an incident is created after working hours (from 6:00 PM to 9:29 AM), I want a specific workflow (On Call Functionality) to execute.

Here's how I've implemented the logic: If a request is created after 6:00 PM, it waits for 15 minutes using a configured timer. During this time, the incident remains assigned to the default group (Group-1). After 6:45 PM, if no action occurs, the incident is then assigned to a predefined on-call support group (Group-2).

Within Group-2, if there are two users, the first user receives a call for 5 minutes (as per our defined time). If user-1 doesn't respond, the incident is escalated to user-2. If neither user responds, I want the workflow to pause until the next working day begins at 9:30 AM. At that time, the incident should be reassigned back to Group-1.

My concern is how to pause the workflow timer from the moment Group-2 users don't respond until the next day's working hours (9:30 AM) and then reassign it to Group-1.

Thanks,

Raj

[Ratnakar7]

Hi @Raj90 ,

To achieve the workflow pause until the next working day, you can follow these steps in your ServiceNow workflow:

1. Identify Working Hours:

   • Determine your working hours. In your case, it's from 9:30 AM to 6:00 PM.

2. Calculate Time Remaining Until Next Working Day:

   • When neither user in Group-2 responds, calculate the time remaining until the next working day (9:30 AM of the next day).

3. Use "Wait for" Timer Event:

   • Use a "Wait for" Timer Event in the workflow.
   • Calculate the time remaining from the current time until the next working day.
   • Set the timer to wait until the calculated time.

4. Assign Back to Group-1:

   • After the "Wait for" Timer Event, add an activity to assign the incident back to Group-1.

Here's an example of what the workflow logic might look like:

(function executeRule(current, previous /*null when async*/) {
    // Assuming 'responseReceived' is a flag indicating if users in Group-2 responded
    var responseReceived = current.responseReceived;

    if (!responseReceived) {
        // Calculate time remaining until 9:30 AM of the next working day
        var now = gs.nowDateTime();
        var nextWorkingDay = new GlideDateTime();
        nextWorkingDay.setDisplayValue('09:30:00');
        nextWorkingDay.addDays(1); // Next working day

        // Calculate the duration until the next working day
        var duration = new GlideDuration(nextWorkingDay.getNumericValue() - now.getNumericValue());
        var durationSeconds = duration.getNumericValue() / 1000;

        // Wait for the calculated duration
        gs.sleep(durationSeconds);

        // Assign the incident back to Group-1
        current.assignment_group = 'Group-1';
        current.update();
    }
})(current, previous);

Thanks,

Ratnakar