Resolved active incidents

[ServiceNow Use6]

Hi,

There are many resolved incidents which are still active for over an year without getting closed. I don't know any other reasons which I have to look out for. Kindly help.

// This script automatically closes incidents that are resolved
// and haven't been updated in the specified number of days.
// This number is a property in System Properties.
// To place a comment in the incident, uncomment the "gr.comments" line.

autoCloseIncidents();

function autoCloseIncidents() {
	var ps = gs.getProperty('glide.ui.autoclose.time');
	var pn = parseInt(ps);
	var queryTime = new GlideDateTime();
	queryTime.addDaysUTC(-pn);

	if (pn > 0) {
		var gr = new GlideRecord('incident');
		gr.addQuery('incident_state', IncidentState.RESOLVED);
		gr.addQuery('needs_attention',false);
		if (gs.getProperty('com.snc.incident.autoclose.basedon.resolved_at', 'false') === 'true') {
			gr.addQuery('resolved_at', '<', queryTime);
		}
		else {
			gr.addQuery('sys_updated_on', '<', queryTime);
		}
		if (pm.isActive('com.snc.incident.mim')) {
			var mim = gr.addNullQuery('major_incident_state');
			mim.addOrCondition('major_incident_state', '!=', new sn_major_inc_mgmt.MajorIncidentTriggerRulesSNC().MAJOR_INCIDENT_STATE.ACCEPTED);
		}
		// Exclude OT Incident and its children being affected by this script
		if (pm.isActive('com.sn_ot_inc_mgmt')) {
			gr.addEncodedQuery('sys_class_nameNOT IN' + new TableUtils('sn_ot_incident').getAllExtensions().toArray().join());
		}
		gr.query();
		while(gr.next()) {
			gr.incident_state = IncidentState.CLOSED;
			gr.state = IncidentState.CLOSED;
			//  gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';
			gr.active = false;
			gr.closed_by = gr.resolved_by;
			gr.update();
		}
	}
}

Regards

Suman P.

[Tanushree Maiti]

Hi @ServiceNow Use6 ,

OOB autoclose setting in place for all incidents excepts Major incidents. It is expected feature.

Check if your incidents are major incidents which is not moving from resolved to closed.

Apply small customization as per your requirement move those major incidents from RESOLVED to CLOSED.

refer: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0785420

(Major incidents are not CLOSED by the system even after 7 days)

[Dinesh_Now]

Hello.

As @Tanushree Maiti already mentioned.

• Major Incidents Excluded: Some systems are configured to exclude "Major Incidents" from automatic closure rules, requiring manual closure.
  
  Verify once incidents are major incidents which is not moving.
  
  Refer below KB-KB0785420 
  
   Major incidents are not CLOSED by the system even after 7 days - Support and Troubleshooting
  
  Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
  

[Ankur Bawiskar]

@ServiceNow Use6 

if those are normal incidents and not major incidents then they should get auto closed based on OOTB logic unless somebody changed that or deactivated that

Also major incidents are not auto closed, manager needs to manually close them

It's clearly mentioned in docs

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