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.
