Incident Auto close issue

[SNOW User8]

Hello All,

We have the default Scheduled job &   business rule to auto close the silent "Resolved" incident after 3 days.

It's working fine for all users except one user.

We tried to find out the exact issue, but scheduled job and business rules are fine & running daily.

What is the problem behind this?

Could anyone help me with this?

Regards,

Anna.

[vab_13]

So do you mean Scheduled Job gets triggered and BR executes but incident doesn't get closed if requested-by has got that one special user?

Are you sure BR is actually passing all defined conditions?

My recommendation is to place gs.log/gs.info statements in BR and validate the logs if it's passing the defined logic there.

To me, it appears to be a pure debugging case, just require more debugging.

My guess it, BR might not even reach that part of the code which updates/commits the required update.

Mark your feedback( Like or Helpful or Correct) as per the impact of my response. Cheers!

Vab

[SNOW User8]

hi Vab Singhal,

The Scheduled Job & BR is working good. Why, because all silent "Resolved" incident more than 3 days getting closed in my instance except few incidents.

[Gurpreet07]

Hi Anna,

Did you created a custom field to store incident resolved time stamp? If your logic is based on updated time stamp then it may not work as expected. Some times the work notes/ comments could be updated for a resolved incidents as well and hence logic may not work as expected.

[SNOW User8]

Hi gurpreet ,

Please find the incident auto close incident below,

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);

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

gr.query();

while(gr.next()) {

gr.incident_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();

}

}

}

But the "Unresolved incident's" last update is 2 weeks now.

What can I do to overcome this issue?