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.

[Hiranmayee Moha]

@SanjivMeher ...

Here is my script. Kindly have a look and let me know if I am in right path.

Thanks

[SanjivMeher · Accepted solution]

Yeah...almost there.....Just the state value, is it 'closed' or '3'....Usually the closed state value is 3, but you can verify in your instance.

Not sure if you need a close notes as well to update.

[Hiranmayee Moha]

@SanjivMeher ...

Thanks a ton for giving your valuable time.