Incident state is set to active from closed by system after few days of incident closure

[sushmachava]

can anyone let me know why this happend

Incident state is set to active from closed by system after few days of incident closure for two of the incidents

[Samaksh Wani]

Hello @sushmachava 

there is an auto-closure script which does this

business rule: incident autoclose

search in schedule job name as: Autoclose Incidents

the 5 days or 7 days is a property configured 'glide.ui.autoclose.time'

It is occuring due to schedule job and BR auto close.

Plz Mark my Solution as Accept and Give me thumbs up, if you find it Helpful.

Regards,

Samaksh

[sushmachava]

Hi, 

i am aware of this functionality, after incident got closeed it was again moved from closed to active by system

[Amit Gujarathi]

HI @sushmachava ,
I trust you are doing great.

1. Analyze Incident State Change:

   • Review the incident records that experienced the state change to identify any common patterns or triggers causing the issue.

2. Implement Incident State Validation:

   • Develop a Business Rule that runs when an incident is closed to validate the state change.
   • Ensure the rule checks for any factors that may trigger a reactivation of the incident.

3. Create a Scheduled Job:

   • Set up a Scheduled Job that periodically checks closed incidents for any anomalies and reverts the state if required.

4. Log and Notify:

   • Implement logging mechanisms to keep track of any state changes and the reason for reactivations.
   • Notify the relevant stakeholders (e.g., IT team, incident owners) whenever a state change occurs.

Scheduled job script

(function run() {
  var gr = new GlideRecord('incident');
  gr.addQuery('state', 7); // 7 represents "closed" state
  gr.addQuery('closed_at', '<', gs.daysAgo(3)); // Adjust the number of days as needed
  gr.query();

  while (gr.next()) {
    // Add your validation criteria here
    // For example:
    // if (gr.assigned_to == '') {
    //   gr.state = 6; // Set the state back to "closed"
    //   gs.log("Incident state reverted to closed due to missing assignment. Incident Number: " + gr.number);
    //   gr.update();
    // }
  }
})();

[Dr Atul G- LNG]

Hi @sushmachava 

Check is any schedule job is running.

Any flow / workflow attached.

Any inbound action?

Please mark this response as correct or helpful or the solution accepted if it assisted you with your question.

Regards
Atul G.
Learn N Grow With Atul G