Auto-close Service Catalog tasks after certain period of time

[shane_holland]

How would I go about setting something up (Business Rule, something else?) that will auto-close all open Tasks from the Service Catalog (sc_task) after a certain duration of time? Our workflows are set to complete the entire REQ after all tasks are closed. I suspect this would look at the Request Status to ensure it is not "Work In Progress" or "Pending". We are noticing fulfillers are performing the work but not consistently closing the actual task and it is skewing data showing REQ being open, when in reality they've been completed for quite some time.

[User140988]

Hi Shane,

If you are using workflow to create the catalog tasks(which most likely will be the case), you can add a timer there to wait for certain time or wait for a condition and then close the task , which in turn will complete the workflow.

[shane_holland]

We do have a Wait For Condition in our workflow:

var rec = new GlideRecord('sc_task');

rec.addQuery('request_item', current.sys_id);

rec.addQuery('active', true);

rec.query();

if(rec.hasNext()){

    answer = false;

}

else{

    //Continue

    answer = true;

}

How would I add in something time-based to that?

[User140988]

You can add a timer activity in the workflow and specify the system how much time to wait, either a user specified duration or even with a script. Use this in the workflow.

[shane_holland]

Chandana - would I use this instead of the Wait For Condition we are using now? The current wait for will wait until all tasks are closed. I guess what I would need is an OR condition somewhere -- wait a certain amount of time OR wait until all tasks are marked Closed, whichever comes first.