Auto close resolved incidents after 3 business days

[snuser10]

Trying to figure out how to auto close an incident after 3 business days of being in resolved state.   I tried following link (How to close ticket after 3 business days )however, end date here has the correct date but not correct time.   Any one has a solution for that? Appreciate your help!

[harishdasari]

Hi,

In this case you needs to write scheduled job to check for the resolved tickets to auto-close after 3 business days.

Write the script something like this, please change the code as per your requirement.

Please correct the code, if I missed something in it.

var g = new GlideRecord('incident');

g.addQuery('state', '6');

g.query();

if(g.next())

{

var days = 3;

var startDate = current.resolved_at;

var endDate = gs.now();

var schedule = new GlideSchedule();

schedule.load('090eecae0a0a0b260077e1dfa71da828'); // loads "8-5 weekdays excluding holidays" schedule

var duration = schedule.duration(startDate, endDate);

//gs.info(duration.getDurationValue()); // gets the elapsed time in schedule

if(duration == days)

{

g.state = '7'; // set as closed.

}

}

Thanks.

[snuser10]

i added a line g.addQuery('number','INC00xxxxx'); right above g.query() to try this for a specific incident but it doesn't work. Does it work for you? Made sure the sys_id was correct for my system.

[harishdasari]

Hi,

Please check this link, this may help you

http://wiki.servicenow.com/index.php?title=Using_DurationCalculator_To_Calculate_a_Due_Date#Simple_D...

[Dave Smith1]

Chuck Tomasi wrote:

This is built in functionality. The system is already set up to auto close after three days.

Unfortunately the built-in functionality uses calendar days, not business days - it doesn't respect availability schedules.

(default is 1 day in Jakarta now, I believe... I was shocked it'd dropped so short!)

[Jaspal Singh]

Hi,

You can look for System Properties >> System & then search for

& as updated by Dave in Jakarta it has been modified to 1 day.