Hello SNC -
I need some help on understanding the Incident Autoclose process and how to fix it. It doesn't appear to be working in my environment, and I'm in need to some help resolving it.
1.) System Properties is set to 1:
2.) Business Rule is set to the following:
Advanced: (Script)
// This script automatically closes incidents that are resolved
// and haven't been updated in the specified number of days.
// This number is a property in System Properties.
// To place a comment in the incident, uncomment the "gr.comments" line.
function onAfter(current, previous) {
//This function will be automatically called when this rule is processed
}
autoCloseIncidents();
function autoCloseIncidents() {
var ps = gs.getProperty('glide.ui.autoclose.time');
var pn = parseInt(ps);
if (pn > 0) {
var gr = new GlideRecord('incident');
gr.addQuery('incident_state', '6');
gr.addQuery('sys_updated_on', '<', gs.daysAgoStart(pn));
gr.query();
while(gr.next()) {
gr.incident_state = '7';
// gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';
gr.active = false;
gr.update();
}
}
}
3.)Now for the scheduled script.
This is currently running in our environment: (Attachment - ScheduledJob.png)
4.)
This was setup prior me starting with my company by an outside vendor, so I'm picking up the pieces as I go so could really use your help.
