P1 and P2 Incidents Remaining in 'Resolved' State

clifforddog · ‎12-27-2016

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

Melghi · ‎01-03-2017

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.

View solution in original post

clifforddog · ‎01-03-2017

Thank you for the response Mr. Melghi. I am going to give this a try and let you know what difficulties (if any) I run into. If I follow you correctly, I am going to create a new system property, then create a new business rule with the name of the new system property within it, and finally create a schedule item similar to "Autoclose Incidents". When you mention editing the old BR with a condition on the priority of the incident, what does this refer to?

Thank you for all of your suggestions, some of these are new for me, so I am going to do some research on how to accomplish them.

clifforddog · ‎01-03-2017

Hello Mohamed,

I am creating a new system property, and I am not sure how to make the value "days" instead of "hours". I set it to the type of integer, and set a value, but I do not see options for making it days. Any suggestions?