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]

I was just going to say, it's in the description of the update set as well.

***IMPORTANT*** AFTER COMMITTING THIS UPDATE SET, Navigate to System Definition> Fix Scripts and run Update Scheduled Jobs

[Rob Sestito]

Now Chuck, I must keep asking.. And I hope that is okay!

Along with the Business Rule we went over, how I was looking to change the Incident Auto-close to HR Case Auto-Close. I also have a Scheduled Job created, which is: auto-close resolved HR cases, with the script as:

// Close incidents after 5 business days

var days = -5;

// Business days exclude Saturday and Sunday

var day = new GlideDateTime(gs.nowDateTime());

var weekday = day.getDayOfWeek();

days = days - 2;

day.addDays(days);

// Find resolved incidents

gs.log('SJ Auto-close hr cases looking for cases resolved before ' + day.getDisplayValue());

var hr_case = new GlideRecord('hr_case');

hr_case.addQuery('state', '20');

hr_case.addQuery('sys_updated_on', '<=', day);

hr_case.query();

while (hr_case.next()) {

gs.log('SJ Auto-close cases found resolved case ' + hr_case.number + '. Was updated on ' + hr_case.sys_updated_on);

hr_case.state = '3';

hr_case.update();

}

Does that change anything we just discussed? (and did)

Thanks,

-Rob

[Chuck Tomasi]

Hi Robert,

You can replace the HR Case Auto Close scheduled job with one you build using the scriptless solution you just added. Something as simple as:

Table: HR Case

Condition: State | is | (whatever) AND Updated | at or before | 2 | days ago

Action:

Set field values:

State | is | Closed

I just thought of something... you may need to run the scheduled job as someone who has application admin rights to the HR app. Normally scheduled jobs run as "system". Since HR is protected with application admin rights, this may not work. Test first, then let me know and I can guide you through the "Run as" feature.

[Rob Sestito]

I have admin to everything within our Instances and security admin - are you speaking to that or is there something deeper I'd have to look into?

Thanks,

-Rob

[Chuck Tomasi]

Yes, HR is a protected application with something added fairly recently called "Application Administration". Think of it like "Elevated access" (e.g. security_admin) only for an entire application. It's how we protect sensitive information like HR stuff from even people with "admin" rights. You effectively set an application specific 'admin' person to be the admin of that app - not necessarily someone with the admin role, but they DO need admin role to add on.

Application administration