@Ram33843094 Auto closure of cases are usually taken care of a scheduled job 'Auto close case'. This job runs daily and checks for the cases which are in Ready (state=10) or Work in progress (state=18) cases. Please check if your case (which is a candidate for auto closure) have either of the states.
Here is the source code of this scheduled job.
//deals with cases with fulfillment type service activity and lifecycle event only
//get all cases with auto close case config set to true
var TABLE_HR_CASE = 'sn_hr_core_case';
var TABLE_TASK = 'task';
var TABLE_HR_TASK = 'sn_hr_core_task';
var TABLE_ACTIVITY_SET_CONTEXT = 'sn_hr_le_activity_set_context';
var TABLE_WORKFLOW_CONTEXT = 'wf_context';
var CLOSE_ALL = 'all';
var CLOSE_MANDATORY = 'mandatory';
var grCase = new GlideRecord(TABLE_HR_CASE);
var pCount = 0; //number of cases processed
var cCount = 0; //number of cases closed
//cache that holds processed cases
var processed = {};
grCase.addEncodedQuery('hr_service.auto_close_case=true^active=true^state=10^ORstate=18');
grCase.orderByDesc('number');
grCase.query();
while (grCase.next())
processCase(grCase, false);
gs.info('Auto close case: Total number of cases processed - '+pCount);
gs.info('Auto close case: Total number of cases closed - '+cCount);
/*
* Process child cases before parent.
* Following postorder traversal of a tree
*/
function processCase(grCase, isChild) {
var caseId = grCase.sys_id;
if (processed[caseId]) {
delete processed[caseId];
return;
}
pCount++;
var closeWhen = grCase.hr_service.close_when;
var closeOffset = grCase.hr_service.auto_close_offset;
//process child cases first
var grChild = new GlideRecord(TABLE_HR_CASE);
grChild.addEncodedQuery('parent='+caseId+'^hr_service.auto_close_case=true^state=10^ORstate=18');
grChild.orderByDesc('number');
grChild.query();
while(grChild.next())
processCase(grChild,true);
if (isChild)
processed[caseId] = true;
//check if all the activity set contexts are completed in case of LE
if (grCase.hr_service.le_type) {
if (new sn_hr_core.hr_CaseUtils()._getActivitySetContextCases(caseId))
return;
}
//check for child tasks
var count = 0;
// latestDateTime stores the updated time of the task which is completed last, or the date when the case was created
var latestDateTime = new GlideDateTime(grCase.sys_created_on);
var grTask = new GlideRecord(TABLE_TASK);
grTask.addQuery('parent',caseId);
grTask.query();
while(grTask.next()) {
count++;
if (grTask.active) {
if (closeWhen == CLOSE_ALL || !this.isOptional(grTask))
return;
continue;
} else {
//skip updating latestDateTime if task is optional
if (closeWhen == CLOSE_MANDATORY && this.isOptional(grTask))
continue;
if (!latestDateTime)
latestDateTime = new GlideDateTime(grTask.closed_at);
else {
var taskClosureDateTime = new GlideDateTime(grTask.closed_at);
if(latestDateTime.compareTo(taskClosureDateTime) == -1)
latestDateTime = taskClosureDateTime;
}
}
}
//do not update the case if doesn't have any child tasks at all
if (count == 0)
return;
if (!latestDateTime)
this.closeCase(grCase);
else {
var today = new GlideDateTime();
var diffInDays = GlideDateTime.subtract(latestDateTime,today).getDayPart();
if (diffInDays >= closeOffset)
this.closeCase(grCase);
}
}
/*
* close a case given its number
*/
function closeCase(grCase) {
cCount++;
grCase.setValue('state',3);
var updateCloseNotes = new sn_hr_core.updateCloseNotes();
updateCloseNotes.update(grCase);
}
/*
*check if an HR Task is optional
*/
function isOptional(grTask) {
if (grTask.sys_class_name!=TABLE_HR_TASK)
return false;
var grHRTask = new GlideRecord(TABLE_HR_TASK);
grHRTask.get(grTask.sys_id);
if (grHRTask.optional)
return true;
else
return false;
}
