Auto- close of Incidents and reminders: best way of implementation

[madhuv]

Hi All,

We would like to get your suggestions on the best approach for implementing the following requirement.

We have a scenario where auto-close and reminder configurations need to be defined at the individual account (company) level. Each account may have different requirements for the auto-close duration and the reminder schedule.

For example:

• Account A: Auto-close after 5 days, with reminders on Day 1, Day 3, and Day 5 (1+2+2 days)

• Account B: Auto-close after 7 days, with reminders on Day 3, Day 5, and Day 7 (3+2+2 days)

• Account C: Auto-close after 5 days, with reminders on Day 2, Day 4, and Day 5 (2+2+1 days)

• Account D: Autoclose after 12 days, with reminders on  Day 3, Day 7 ,Day 10 and Day 12 (3+4+3+2 days)

Our initial thought is to maintain these account-specific configurations in a system property and use Flow Designer flows/subflows to drive the reminder and auto-close processing based on the configured values.

Could you please share your recommendations on the best and most maintainable approach for implementing this in ServiceNow? In particular, we would appreciate your suggestions on how the configuration should be stored and how the flows/subflows can dynamically consume and process these account-specific settings.

Thanks in advance for your suggestions.

[Hemanth M]

Hi @madhuv ,

just to give a you a better context - by default auto close depends on 

1)system property "glide.ui.autoclose.time" - define number of days

2)Scheduled Job - "Autoclose Incidents" runs every our to check resolved incidents

3)Business Rule - "incident autoclose" actual closure logic.

you can do these...

1)Exclude  companies from this OOB behavior (if applicable)

2)Create one subflow to handle reminders- check company, get closed days bases on company (you can define properties, send reminders-  trigger this from a flow when incidents gets resolved.

3)Create one scheduled flow (may be run every few hours): get all the resolved incident in that interval, check company, get days (re use the properties created above) and add the closure logic.

Hope it helps!