Auto-Close Resolved Cases

[Rob Sestito]

Hello SN Comm,

So I have had help with this in the past, and believe I got a lot accomplished.. However, I believe I missed an important piece and overlooked what I should have really done.

The OOB Incident Autoclose looks like this:

autoCloseIncidents();

function autoCloseIncidents() {

var ps = gs.getProperty('glide.ui.autoclose.time');

var pn = parseInt(ps);

var queryTime = new GlideDateTime();

queryTime.addDaysUTC(-pn);

if (pn > 0) {

var gr = new GlideRecord('incident');

gr.addQuery('incident_state', IncidentState.RESOLVED);

gr.addQuery('sys_updated_on', '<', queryTime);

gr.query();

while(gr.next()) {

gr.incident_state = IncidentState.CLOSED;

//   gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';

gr.active = false;

gr.closed_by = gr.resolved_by;

gr.update();

}

}

}

I was informed to correct this by adjusting accordingly.. as I need this to happen to HR Cases.. we do not use Incidents..

so I adjusted like so:

autoCloseHR_Cases();

function autoCloseHR_Cases() {

var ps = gs.getProperty('glide.ui.autoclose.time');

var pn = parseInt(ps);

var queryTime = new GlideDateTime();

queryTime.addDaysUTC(-pn);

if (pn > 0) {

var gr = new GlideRecord('hr_case');

gr.addQuery('hr_case_state', HR_Case_State.RESOLVED);

gr.addQuery('sys_updated_on', '<', queryTime);

gr.query();

while(gr.next()) {

gr.hr_case_state = HR_Case.CLOSED;

//   gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';

gr.active = false;

gr.closed_by = gr.resolved_by;

gr.update();

}

}

}

Does this seem correct or completely wrong?

Anyone able to help thank you!!

-Rob

[Chuck Tomasi]

That seems logical and should work. You'll need to create the property, of course. The only question I have that I cannot verify at the moment is whether hr_case extends task. If so, then your use of HR_Case.CLOSED should work in taskStateUtil.

[Rob Sestito]

Hey Chuck,

Thanks for replying to this!

Are you able to elaborate on the property that I would need to create? And to your question whether hr_case extends task. What exactly do you mean by that? Are you referring to the Task that can be added to a Case? If so, then yes we also use Tasks that branch out from our Cases.

Thanks,

-Rob

[Chuck Tomasi]

Hi Robert,

I did a little digging and found that (HR Case 2.0) the table sn_hr_core_case is extended from the Task table so it does use the TaskStateUtil stuff. Theoretically, it should recognize your constant HR_Case_State.CLOSED).

What I might recommend, instead of following the incident autoclose process (which uses a scheduled job to trigger a business rule, oddly enough), is just to write the scheduled job yourself. I created a solution about a year ago to do this without writing any script. You can do it all with the condition field and set field values (like a scriptless business rule) and trigger a notification if you like. No code - easier to write, easier to maintain.

Scriptless scheduled jobs

[Rob Sestito]

Hey Chuck,

Thanks for the recommendation and input. I followed your link you provided and watched your video, great stuff! With that in mind, am I supposed to go to ServiceNow Share and download the file? If so - the download keeps failing. It only downloads it as an XML file. Or was this downloan meant for older versions under Istanbul?

Thanks again - I am going to work on creating a Scriptless Scheduled Job.

chat soon,

-Rob