Autoclose RITM after 15days

MercBuilding · ‎08-23-2023

Hi,

I have a catalog item and tickets related to this catalog item will be created automatically through databased. Now the requirement is to auto close these tickets after 15days of creation. Is it good practise to use 'Wait for duration' action in flow designer and giving hours as 15*24 or is there any better way of achieving this please let me know.

Thanks,

Sravanthi

Peter Bodelier · ‎08-23-2023

Hi @MercBuilding,

I would prefer a scheduled job which checks daily which of the tickets need to be closed that day.

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MercBuilding · ‎08-23-2023

Hi @Peter Bodelier ,

Thank you so much for the reply and yes scheduled job was the other option for me as well but just wanted to understand if using the wait for duration action is not best practise or what are the reasons around it. Please let me know what happens if we use that in flow designer.

Thanks,

Sravanthi

Peter Bodelier · ‎08-23-2023

I'm not really sure if it is bad practice by doing it in the flow.
However I can imagine keeping flows active (although paused) all this time will use some resources, or at least clutters the active flow contexts.

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edward_vogel · ‎08-23-2023

Why do you want to close the RITM? Your flows should do that with flow stages. Otherwise they are orphaned. Guessing this is an issue because you have many open RITMS with completed flows?
Do you create catalog tasks for your RITMs? Your flows should close the RITM and REQ when the last SC Task is completed.
"I have a catalog item and tickets related to this catalog item will be created automatically through databased." Are you using REST/SOAP API with another system to create records on the sc_req_item table, or creating requests within ServiceNow instance?