Implement Incident auto close functionality with different rules

[Paulo Vilares]

Hi all,

ServiceNow have an OOB auto closure functionality but unfortunately is not applicable, for example, if we need to have different auto close rules for different domains and/or departments. Additionally, is not applicable also if we need to apply a scheduler (business days/hours, holidays).

How can we apply different auto close rules based on the incident fields (domain, company, caller, category, channel, etc.)? The objective is to have multiples auto close rules for different scenarios and clients (we have domain separated instance).

Rules examples:

If an incident is created from a monitoring system (channel = Monitoring), the auto close should be applied after 1 day with schedule 24x7.

If an incident is created from an end user from company A, the auto close should be applied after 3 days with schedule 8x5 weekdays.

If an incident is created from an end user from company B, the auto close should be applied after 5 days with schedule 24x7.

Any idea on how to implement this logic in a way that can be managed by configuration?

Thanks and best regards,

PV

[Ankur Bawiskar]

@Paulo Vilares 

you can modify the OOB auto close BR and handle the logic for different scenarios.

This cannot be done with simple configuration and complex script will be required.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Paulo Vilares 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Runjay Patel]

Hi @Paulo Vilares ,

In same Autoclose BR you can add these condition and set the number of business days along with schedule. For example.

1. if channel = Monitoring then set autoclose day =1 and add 24x7 schedule to calculate the business days.

2. if Company=A then set autoclose day =3 and add 8x5 weekdays schedule to calculate the business days. and so on you can add many you want.

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Runjay Patel - ServiceNow Solution Architect
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