Auto release from 'on hold' state

[jonny27]

Hello! I'm wondering what the best way is to tackle this, please? Basically, our Service Desk Manager would like incidents that are on hold to have a specified release date. I've built in the extra state, the queue and the follow up date and time, however I need tickets that are on hold and assigned to the 'acknowledged' queue to be automatically assigned to the Service Desk queue when the time elapses. Am I best of doing this through a workflow or through a business rule, and how would I make sure it's done every time, so, for instance if an incident is put on hold twice during its life cycle? 

In summary - how to I change the state to 'assigned' and the assigned group to 'Service Desk' when the stipulated time elapses?

Your friendly Yorkshireman. 

[Raf1]

Have you considered a scheduled job to update the incidents based on your criteria?

So on your scheduled job it would look something like this:

[jonny27]

I'm an open book, mate. I just want the best solution on how to achieve this. I aren't blessed with amazing script writing abilities, though.

[Raf1]

You can use scheduled script execution and execute a similar script below:

function incidentFollowUpDue(){
	var gr =new GlideRecord("incident");
	gr.addEncodedQuery("state=3^assignment_group=d625dccec0a8016700a222a0f7900d06^active=true"); //query all active incidents that are on-hold and assigned to service desk
	gr.query();
	while(gr.next()){
		if(gr.u_follow_up_date <= gs.daysAgo(-1)){ // if follow-up date is a day ago, you can set the integer to specify the number of days elapsed.
			gr.state=2; //Set state
			gr.assignment_group = "sysId"; //Set Assignment group 
		}
		gr.update(); //update the current record
	}
}

[jonny27]

Thanks for that. I don't think I want it to be a daily scheduled job; more adhoc, so when the time elapses on the ticket, that's when it releases. 

I've put in a workflow which makes sense, but I'm not sure I can make it trigger...