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]

Cliff, there are a number of things in your script..

The first thing is that your call to the schedule api doesn't have anything to do with your GlideRecord query...

However the reason your GlideRecord query is not working is because you cannot say "gr.addQuery('priority','1,2')"

There are a number of ways you can do this but I'm pushing it over to you to figure out!

Let me know if you want me to help you out further!

[clifforddog]

I am not familiar, and have not used the schedule api whatsoever so far and I am trying to learn that currently, so Im not sure where to go with that . I have been looking at it since I last replied. For the query, I think I can do: gr.addQuery('priority','IN','1,2')". I have been playing around with a Business Rule.   If you could give me some advice on what to seek that would be great.

Thanks again

[clifforddog]

Does anyone have any suggestions or directions I should be looking at? It would be very much appreciated.

[Abhinay Erra]

I can certainly help you out here. I have few questions though. You are not assigning limit any value but you are checking for limit >125? Is the the full script?

[clifforddog]

I am missing some logic here, thank you for the reply Abhinay. I am trying to have this run only when resolved priority =1 incidents are older than 125 hours.

I am also working on a different script, as I am unsure. This is my other script:

// automatically close P1/P2 incidents that are resolved

// fpr 14 days or more.

// For other priorities it is set in System Properties.

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

var OlderIncident = new GlideRecord('incident');

    OlderIncident.addQuery('opened_at', '<', gs.daysAgoStart(14));

    OlderIncident.addQuery('state', 6);

                          OlderIncident.addQuery('priority',"IN",'1,2');

1. OlderIncident.addQuery('incident_state', '!=', '7');
2. OlderIncident.query();
3. OlderIncident.setLimit(10);

while (OlderIncident.next()) {

  OlderIncident.incident_state = 7;

  gr.comments = 'Incident automatically closed after more than 14 resolved days in the Resolved state.';

  OlderIncident.update();

}