While loop is not working

[Nisha B]

Hello All,

I have below code in schedule job which is written on Demand.

It is working correctly but evertime when I execute it update only 1 record it should update all the record if condition matches.

 var gr = new GlideRecord('incident');

        gr.addQuery('active',true);

        gr.addQuery('incident_state', '-5');

        gr.addQuery('u_sub_status', 'Customer Action');

        gr.addQuery('assignment_group.company',"!=",'7c56caaadb79a81022d42de74b961945');

        gr.addQuery('sys_domain',"!=",'e534b9ecdb7b72001d83fd651d9619bb');

      gr.query();

        while (gr.next()) {

            gs.log("Number of incident in pending state customer action ",gr.getRowCount());

            diff= (gs.dateDiff(gr.sys_updated_on, gs.nowDateTime(), true));

            gs.log("Number of incident in pending state customer action difference time "+diff);

             if (diff>= 864000){

                 gs.log("Number of incident in pending state customer action test "+gr.getRowCount());

                gs.log('inside123PD test the record' + gr.number + ' age:' + gr.u_age_days);

                gr.incident_state = '6';

                gr.u_sub_status = 'No User Response';

                gr.close_notes = 'Two attempts have been made to reach the requester over email and no response has been received. Hence, incident has been automatically Resolved by the system after 10 days".';

                gr.close_code = 'No User Response';

                gr.u_resolved_by = 'System';

                gr.u_resolved = gs.nowDateTime();

                gr.active = false;

                gr.update();

                 gs.log("Number of incident in pending state customer action resolved today "+gr.number);

            }

        }

Can anyone please help why this while loop is not working.

Thanks

[Ankur Bawiskar]

@Nisha B 

did you try adding try catch block to handle exceptions?

are you sure the difference is more than 864000 for those records

try{
	var gr = new GlideRecord('incident');
	gr.addQuery('active',true);
	gr.addQuery('incident_state', '-5');
	gr.addQuery('u_sub_status', 'Customer Action');
	gr.addQuery('assignment_group.company',"!=",'7c56caaadb79a81022d42de74b961945');
	gr.addQuery('sys_domain',"!=",'e534b9ecdb7b72001d83fd651d9619bb');
	gr.query();
	while (gr.next()) {
		gs.log("Number of incident in pending state customer action ",gr.getRowCount());
		diff= (gs.dateDiff(gr.sys_updated_on, gs.nowDateTime(), true));
		gs.log("Number of incident in pending state customer action difference time "+diff);
		if (diff>= 864000){
			gs.log("Number of incident in pending state customer action test "+gr.getRowCount());
			gs.log('inside123PD test the record' + gr.number + ' age:' + gr.u_age_days);
			gr.incident_state = '6';
			gr.u_sub_status = 'No User Response';
			gr.close_notes = 'Two attempts have been made to reach the requester over email and no response has been received. Hence, incident has been automatically Resolved by the system after 10 days".';
			gr.close_code = 'No User Response';
			gr.u_resolved_by = 'System';
			gr.u_resolved = gs.nowDateTime();
			gr.active = false;
			gr.update();
			gs.log("Number of incident in pending state customer action resolved today "+gr.number);
		}
	}
}
catch(ex){
	gs.info(ex);
}

[Nisha B]

Hello Ankur,

Thanks for reply,

I tried adding the try and catch but still not working,
almost 700 records are there I have set the limit to 50 in that almost 30 records have diff>864000 that should update , but it is not happening don't know why

[Ankur Bawiskar]

@Nisha B 

any other mandatory field you are forgetting to update while closing?

Did you check data policy is making any other fields as mandatory?

[Nisha B]

that job always update the 1 record only and if data policy is blocking then that 1 record should also be not updated then correct,