Autoclose Knowledge Feedback tasks

[kumar junior11]

When a KB Feedback Task has been in the Resolved State for more than 2 Days (48 Hours), it should be automatically moved to the Closed state. help me  with the best solution.

thanks in advance,

regards

saikumar

[Mark Manders]

Depending on how you are looking at it, you could create a scheduled job, run it daily and close all of the ones that have been resolved longer than 48 hours.

Or you create a flow that triggers on resolving a task, add a 48 hour wait and then close it (including logic for reopening and such).

[kumar junior11]

hi @Mark Manders  im using flow designer , can you look the steps and suggest me anything wrong here

[Mark Manders]

You are triggering it only once. So the first update the record gets, will trigger the flow and then never again. 

[Robbie]

Hi @kumar junior11,

This is easily achieved by creating a Scheduled Job.

Simply type 'Scheduled Job' and click on the entry under 'System Definition'. Create a new job and set a time this should run daily using the following code in the 'Run this script' field:

autoCloseKBF();

function autoCloseKBF() {
    //var daysAgo = gs.getProperty('kbf.autoclose.time'); // Best practice and recommendation - Create a system property so this value can easily be changed or hardcode as below
    var daysAgo = '2'; // hardcoded value
    var daysAgoNumber = parseInt(daysAgo);
    var queryTime = new GlideDateTime();
    queryTime.addDaysUTC(-daysAgoNumber);

    if (daysAgoNumber > 0) {
        var kft = new GlideRecord('kb_feedback_task');
        kft.addEncodedQuery('state=6');
        kft.addQuery('u_resolved_at', '<', queryTime);
        kft.query();
        while (kft.next()) {
            kft.state = '3';
            kft.active = false;
            //kft.work_notes.setJournalEntry('Feedback Task automatically closed after ' + daysAgoNumber + ' days in the Resolved state.'); // Uncomment if you wish to add a worknote - recommended.
            //kft.setWorkflow(false); //uncomment this line if you don't want to trigger other business rules/log etc
            kft.update();
        }
    }
}

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Thanks, Robbie