Need to reopen a ticket within 7 days

[Pat Surtan]

I believe ServiceNow has a feature where a ticket can be reopened within 7 days. I need to build this same feature for my department catalog items in a custom table (not incident or request). How can I do this? Please advice and thank you in advance.

[TT3]

You have to write a scheduled script which runs daily at say midnight. The script can check for the records which have completed 7 days and then can update status. Internally, this is what exactly ServiceNow is doing. You can use global property to change number of days.

Link for scheduled script docs.

[Pat Surtan]

Do you have a script available?

[Andrew Colson]

We would need more information to help you with this. 

You can configure ServiceNow to re-open a record that has been closed for over a year.  I'm guessing your table records have either a u_active field or a u_state field to determine it if is open or closed.  You would simply need to manage a flow or a workflow to control when the record is closed, give someone time to re-open it, etc.  Or create a UI Action to re-open the record if someone clicks on it.  So many ways to do this, it really depends on what your current process is (which you did not include) and how to change it in order to meet a new need (the 7 days option).

[Pat Surtan]

Hi Andrew, I have a custom table extended from task table and built a record producer. The record producer is using the state field with a values dedicated to my table (same values seen in incident but rebuilt for my table). There is a resolved state. The idea is to allow a ticket with ui action to change state to resolved. Once it sits in resolved, users have 7 days to reopen the ticket. I am thinking of having a button on the portal side. What are all the things I need to build this?