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.

[Gurpreet07]

Yes you can, its just requires a small change in the incident state filter. Modify addQuery to consider Awaiting User info records instead.

gr.addQuery('incident_state', IncidentState.RESOLVED);

[zubaid]

Sorry to be a pain, but where would i find this? Is it possible to give me a screenshot of this?

Thanks,

Zubaid

[zubaid]

Hi Gurpreet,

Are you referring to the below:

[Gurpreet07]

Right click on incident state label and configure choice list. There you should be able to find out backend values for all choice labels.