Need Fix Script to close state the Incident from Resolved State.

[Shekhar Deshin1]

Hi,

We have issue with business rule of Auto Closer of Closed incident after 5 Business days.

Incident state doesn't change from Resolved to Closed after 5 days.We have bulk of tickets which is already in Resolved however those are not getting auto close after 5 days according to out of box business rule.

Can some please suggest on work around Need Fix Script OR background script to close the Incident which is already Resolved State.

Thanks,

Shekhar,

[Ruchit · Accepted solution]

Please use below Fix script/ background script to change the state from resolved to closed

closeIncidents();
function closeIncidents() {
var gr = new GlideRecord("incident");
gr.addEncodedQuery("stateIN6");
gr.setWorkflow(false);
gr.query();
while (gr.next()) {
gr.state = 7;
gr.close_notes = "Manually closing ticket from resolved state";
gr.update();
}
}