Need help on getting tickets not updated for 5 business days

[shaik_irfan]

Hi,

we have a requirement where users who not updated incident assigned to them past 5 business days i want to send a notification to the assigned to & assingned to manager

For that i think i need to write a Scheudule job but can anyone please help me with the code to exclude the holidays & weekends ?

Below is the script which is working for 5 days but not for bsuiness days

var gr = new GlideRecord('incident');
gr.addEncodedQuery('active=true^sys_updated_onRELATIVELE@dayofweek@ago@3');
gr.query();
while(gr.next())
{

gs.eventQueue('my.event', current, gr.assigned_to, gr.assigned_to.manager);

}

[Ankur Bawiskar]

Hi Shaik,

you can use schedule calculation

1) get the last updated time stamp

2) add 5 business days to it and get that date/time

3) get the current timestamp when job run

4) if current date/time is more than date/time from step 2 it means 5 business days have crossed

do whatever is required

https://community.servicenow.com/community?id=community_blog&sys_id=314e26addbd0dbc01dcaf3231f961986

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[shaik_irfan]

Hi Ankur,

Can you please where do we have schedule calculation ?

Currently i have written a scheduled job as shown in the thread

[Ankur Bawiskar · Accepted solution]

Hi Shaik,

try this script below; you will have to iterate over all incident records

that could be a limitation

var incident = new GlideRecord('incident');
incident.addActiveQuery();
incident.query();

while(incident.next()){

var updatedTime = incident.sys_updated_on;

var days = 5;

var dur = new GlideDuration(60*60*24*days*1000);

// paste the sys_id of the 8*5 weekday schedule excluding holidays and weekends

var schedule = new GlideSchedule('090eecae0a0a0b260077e1dfa71da828'); 

var finalTime = schedule.add(updatedTime, dur,'');

var updatedGdt = new GlideDateTime(updatedTime);

var finalTimeGdt = new GlideDateTime(finalTime);

// if the date/time after adding 5 business days is greater than updated time

if(finalTimeGdt > updatedGdt){
gs.eventQueue('my.event', current, gr.assigned_to, gr.assigned_to.manager);
}

}

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[shaik_irfan]

@Ankur Bawiskar ,

One question it means it sends an email for the tickets which are not updated on or before 5 business days.

[Ankur Bawiskar]

Hi Shaik,

it checks those incidents which were updated 5 business days ago.

this is what is required right? any incident which has not been updated in last 5 business day

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur