Auto close resolved incidents & Major Incidents at the same time after 7 days

[Hiranmayee Moha]

Hi Experts...

My requirement is 'the auto closer process should be applied to both incidents & Major incidents' . So that both will auto close at the same time. 

Do I need to create a separate sys property for MIs?

Thanks

[SanjivMeher · Accepted solution]

Based on the documentation, Major Incident can't be closed automatically using the OOB Property.

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme...

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme...

If you still want to auto-close, you may need to create a property and then create a scheduled job or flow to auto-close the major incident.

There is a discussion in this thread, which may help too to make a decision

https://www.servicenow.com/community/developer-forum/how-to-auto-close-the-major-incident/m-p/185567...

[SanjivMeher · Accepted solution]

So my understanding is, you want to auto-close the Major Incident when all the incidents associated to it is resolved/closed. 

I would suggest creating an onAfter Business Rule on the incident table to run when state changes to Closed, check if there is a Major incident linked and then query the incident table to see if there are any active incidents linked to the Major incident. If none found that update the Major incident state to Closed and add appropriate notes.

[SanjivMeher · Accepted solution]

Based on the documentation, Major Incident can't be closed automatically using the OOB Property.

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme...

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme...

If you still want to auto-close, you may need to create a property and then create a scheduled job or flow to auto-close the major incident.

There is a discussion in this thread, which may help too to make a decision

https://www.servicenow.com/community/developer-forum/how-to-auto-close-the-major-incident/m-p/185567...

[Hiranmayee Moha]

@SanjivMeher ...

Thanks for ur quick reply. Yes I am aware that resolved incidents doesn't auto close. My query is how to auto close both resolved incidents & resolved MIs in same time? (By default incidents get auto close in 7 days)

So do I need to create another sys property for MIs?

Kindly provide any suggestion?

Thanks

[SanjivMeher · Accepted solution]

So my understanding is, you want to auto-close the Major Incident when all the incidents associated to it is resolved/closed. 

I would suggest creating an onAfter Business Rule on the incident table to run when state changes to Closed, check if there is a Major incident linked and then query the incident table to see if there are any active incidents linked to the Major incident. If none found that update the Major incident state to Closed and add appropriate notes.

[Hiranmayee Moha]

@SanjivMeher ...

Thanks for ur suggestion.