Closed by the system Incidents are not completing their SLA records correctly

[Ken61]

Hello guys,

I am having a hard time figuring out what's wrong with my SLA stop condition as it stuck in paused stage and not move into 'Completed' Stage when the incident is auto closed by the system. But when I manually close the Incident, then it completes the SLA record correctly, every time.

Here is my Stop Condition, the SLA should Stop after the Incident is Closed.

Here is my paused condition

Below is also my Auto Close Incident BR.

// This script automatically closes incidents that are resolved

// and haven't been updated in the specified number of days.

// This number is a property in System Properties.

// To place a comment in the incident, uncomment the "gr.comments" line.

autoCloseIncidents();

function autoCloseIncidents() {

               var ps = gs.getProperty('glide.ui.autoclose.time');

               var pn = parseInt(ps);

               var queryTime = new GlideDateTime();

               queryTime.addDaysUTC(-pn);

               if (pn > 0) {

                              var gr = new GlideRecord('incident');

                              gr.addQuery('incident_state', IncidentState.RESOLVED);

                              if (gs.getProperty('com.snc.incident.autoclose.basedon.resolved_at', 'false') === 'true') {

                                             gr.addQuery('resolved_at', '<', queryTime);

                              }

                              else {

                                             gr.addQuery('sys_updated_on', '<', queryTime);

                              }

                              if (pm.isActive('com.snc.incident.mim')) {

                                             var mim = gr.addNullQuery('major_incident_state');

                                             mim.addOrCondition('major_incident_state', '!=', new sn_major_inc_mgmt.MajorIncidentTriggerRulesSNC().MAJOR_INCIDENT_STATE.ACCEPTED);

                              }

                              gr.query();

                              while(gr.next()) {

                                             gr.incident_state = IncidentState.CLOSED;

                                             gr.setValue('state', 7);

                                             //  gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';

                                             gr.active = false;

                                             gr.closed_by = gr.resolved_by;

                                             gr.closed_at = gs.nowDateTime();

                                             gr.update();

                              }

               }

}

Please assist on what I need to be done to get the SLA set to completed when the incident state auto closed by the system.

[Ken61]

// This script automatically closes incidents that are resolved
// and haven't been updated in the specified number of days.
// This number is a property in System Properties.
// To place a comment in the incident, uncomment the "gr.comments" line.

autoCloseIncidents();

function autoCloseIncidents() {
	var ps = gs.getProperty('glide.ui.autoclose.time');
	var pn = parseInt(ps);
	var queryTime = new GlideDateTime();
	queryTime.addDaysUTC(-pn);

	if (pn > 0) {
		var gr = new GlideRecord('incident');
		gr.addQuery('incident_state', IncidentState.RESOLVED);
		if (gs.getProperty('com.snc.incident.autoclose.basedon.resolved_at', 'false') === 'true') {
			gr.addQuery('resolved_at', '<', queryTime);
		}
		else {
			//gr.addQuery('sys_updated_on', '<', queryTime);
		}
		if (pm.isActive('com.snc.incident.mim')) {
			var mim = gr.addNullQuery('major_incident_state');
			mim.addOrCondition('major_incident_state', '!=', new sn_major_inc_mgmt.MajorIncidentTriggerRulesSNC().MAJOR_INCIDENT_STATE.ACCEPTED);
		}
		gr.query();
		while(gr.next()) {
			
			gr.incident_state = IncidentState.CLOSED;
			gr.setValue('state', 7);
			//  gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';
			gr.active = false;
			gr.closed_by = gr.resolved_by;
			gr.closed_at = gs.nowDateTime();
			gr.work_notes = 'Incident automatically closed';
			gr.update();
		}
	}
}

[Community Alums]

Hi there,

Did you figure out why? I have some historical records where they are closed by this ootb BR but the state did not get capture in the history so the SLAs got stuck.

Try to reproduce but it works correctly. Just dont know why they are not auditted at close state.