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.

[dj21]

Suggest adding gs.log to the script and verify if the 'Unresolved Incidents' are returned in the Glidequery.

Also you may try adding gr.setWorkflow(false), in case if there conflict business rules running on incident/task table, Thanks.

[rob_pastore]

It's very rare that these could get out of sync - but check the 'incident_state' on the one record.

The value we see on the form and list view is 'state'.   incident_state is a legacy field that still exists in most of the older scripts.

There are business rules who's sole purpose is to make sure these two fields are always the same, so it's worth confirming on this record.  

[Gurpreet07]

Hi Anna,

Your logic is based on updated time stamp. Verify updated time stamp for all those incident you are having issue with. Check if those been updated in last three days.

[SNOW User8]

Hi gurpreet ,

The unresolved incidents are updated by 2 weeks before.

[zubaid]

Hi Gurpreet,

Is there a way to auto close any incidents, that are "Awaitng User Info" state which have not been looked into for 3 days?

Thanks,

Zubaid