Notes on Auto Resolve when in Awaiting User Info state
What we wanted: when in the Awaiting User Info state, the user is prompted for a reply after 3 days, and if no response after a further 2 days, the call is moved into the Resolved state.
There's been a number of other posts about this that haven't really worked for us, the sticking point was the auto resolve scheduled job section as the automatic notification of 'hey you, respond to us' reset the counter so nothing ever got to 5 days and was resolved.
Our solution, which works (at least for us), uses the SN metrics rather than the sys_updatedon field that other community posts have suggested.
Other community posts about this:
https://community.servicenow.com/message/707797#707797
1.Business Rule for moving from state4 (Awaiting User Info) to state=1 (in progress) if a response is received.
2. Set up an Inactivity Monitor
inactivity monitor: http://wiki.servicenow.com/index.php?title=Setting_Inactivity_Monitors
This counts the number of days a call hasn't been updated.
3. Set up a notification
We set this to just send to the Caller.
4. Scheduled job to resolve if no response
This uses the built in metrics: and is set to run at 1am each morning. http://wiki.servicenow.com/index.php?title=Metric_Definition_Support
var ps = 5;
var pn = parseInt(ps);
if (pn > 0) {
var inc = new GlideRecord('incident');
// Change all Awaiting User Info(4) incidents to Resolved(6)
inc.addQuery('incident_state', 4);
while (inc.next()) {
var updated = "";
var metric = new GlideRecord("metric_instance");
metric.addQuery('definition', '35f2b283c0a808ae000b7132cd0a4f55'); // Incident State Duration metric
metric.addQuery('id', inc.sys_id);
metric.addQuery('value', 'Awaiting User Info');
metric.orderByDesc('start');
metric.query();
if (metric.next()) {
updated = metric.start;
}
if (updated != "" && updated < gs.daysAgoStart(pn)) {
inc.incident_state=6;
inc.comments = 'Incident automatically Resolved after ' + pn + ' days in Awaiting User Info state.';
inc.work_notes = 'Incident automatically Resolved after ' + pn + ' days in Awaiting User Info state.';
inc.u_resolve_codes='Business Systems';
inc.u_resolve_code_2='ServiceNow';
inc.u_resolve_notes='Closed awaiting user response.';
inc.update();
}
}
}
