Question on Scheduled Job

[Community Alums]

Hi,

I have a scenario where if the incidents are in onHold State and Assigned to is empty even though the incidents opened a week ago. I am making the state of those incidents resolved. I have completed the script, but there is an issue. The incidents are not updated to resolved.

var gr = new GlideRecord("incident");
gr.addEncodedQuery("active=true^assigned_toISEMPTY^opened_atRELATIVELT@dayofweek@ago@7^state=3");
gr.query();
while(gr.next()){
	gs.log("entering script");
	gr.setValue("state", 6);
	gr.close_code("Known error");
	gr.close_notes("Scheduled job from Suman");
	gs.log("Scheduled job from Suman");
	gr.update();
}

Regards

Suman P.

[Community Alums]

Thank you, possibly your incident module is configured differently. Thank you for trying.

Regards

Suman P.

[Dr Atul G- LNG]

Hi @Community Alums 

I am using OOTB, can i ask you , give a try to resolve Incident from On Hold and see is it working or not. 

[Ankur Bawiskar · Accepted solution]

@Community Alums 

can you try this?

var gr = new GlideRecord("incident");
gr.addEncodedQuery("active=true^assigned_toISEMPTY^opened_atRELATIVELT@dayofweek@ago@7^state=3");
gr.query();
while(gr.next()){
	gs.log("entering script");
	gr.setValue("state", 6);
	gr.close_code = "Known error";
	gr.close_notes = "Scheduled job from Suman";
	gs.log("Scheduled job from Suman");
	gr.update();
}

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Community Alums]

Thank you @Ankur Bawiskar , it worked well. But, why can't I use setValue. Oh God. I forgot to use setValue

Regards

Suman P.

[Ankur Bawiskar]

@Community Alums 

Glad that it worked.

that's correct you were setting the field value in wrong manner.

it was quite simple to point out.