P1 and P2 Incidents Remaining in 'Resolved' State

[clifforddog]

Hello,

My high priority incidents that have been resolved are supposed to auto-close after a certain amount of time, but they are remaining in a state of 'Resolved'.

I am familiar with the system properties page that autocloses incidents as well as the auto-close business rule, however the OOB script purposely does not query as I have copied : gr.addQuery('priority','NOT IN','1,2');   I need my higher-priority resolved incidents to auto-close at a different time from the lower priority incidents. This is only dealing with resolved incidents overall.

Thanks in advance ,

Cliff

[stefan_ojeblom]

Hi Cliff, which version are you on right now?

The Incident state model changed recently with Helsinki I believe.

We still use the values state but from now on we're using state values that makes sense like "Resolved" or "Closed"  

On a technical note, the new state model is supported by a few Script Includes.

[clifforddog]

Thank you for the info Stefan. I am running Geneva right now, although we are going to be moving to Helsinki in the first quarter of '17. Resolved and Closed is what values I am working with in this question, but good to hear

[stefan_ojeblom]

If you could share your script I'd take a stab at it!

Also, if you're an admin, type scripts into the Filter Navigator to test your scripts real quick!

[clifforddog]

I am early into the script, and left out some logic I was not sure on (not a conventional approach I know. Im an admin, thank you for the tip.

// automatically close   P1/P2 incidents that are resolved

// fpr 14 days or more.

//var ps = gs.getProperty('glide.ui.autoclose.time');

var limit;

if(limit > 125 ){

  //Get a schedule by name to calculate duration

  var schedRec = new GlideRecord('cmn_schedule');

  schedRec.get('name', '8-5 weekdays excluding holidays');

  if (typeof GlideSchedule != 'undefined')

  var sched = new GlideSchedule(schedRec.sys_id);

  else

  var sched = new Packages.com.glide.schedules.Schedule(schedRec.sys_id);

  //Get the current date/time in correct format for duration calculation

  var actualDateTime = new GlideDateTime();

  actualDateTime.setDisplayValue(gs.nowDateTime());

  //Query for resolved incident records

  var gr = new GlideRecord('incident');

  gr.addQuery('state', 6);

  gr.addQuery('priority','1,2');

  gr.query();

  gr.setLimit(10);

  while(gr.next()){

  gr.state = 7;

  gr.active = false;

  gr.comments = 'Incident automatically closed after ' + limit + ' hours in the Resolved state.';

  gr.update();

  }

}