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

[clifforddog]

Hi Abhinay, I wanted to know if you were still available for assistance on this?

[Abhinay Erra]

Hi Cliff,

    Sorry about the delay. If you don't mind can you let me know your use case here so that I can write the code for you.

[clifforddog]

I think I figured it out but if you have the time, I would like to compare our scripts. My use case is if it is a P1 or P2 incident that has been resolved for 30 business days it should auto-close.

[Abhinay Erra]

sure post your scripts here

[Melghi · Accepted solution]

Hi,

Try the following solution:

Create a new system property for the high priority incidents and put the value of the system property on "Days" not "Hours".

Create a new business with the same script as the OOB BR and just put the name of your newly created system property.

Edit the old BR whith a condition on the priority of the incident

Now create a new "Schedule Item" similar to the OOB "Autoclose Incidents" containing the name of your new BR.