How to Auto close incidents in 5 working days, after incident state is resolved.

Balaram7 · ‎12-02-2020

Hi all,

Please help me with this below requirement.

We are using incidents properties OOB to move incidents to closed state after 5 days once the incident state is set to resolved. This will run in weekends as well. can we restrict this to run only for 5 working days in a week.

If yes please help me with the right way to achieve this.

Thank you,

Balaram.

Ankur Bawiskar · ‎12-03-2020

@Balaram

Create schedule job which runs daily and use below script

It would check if the days between created and now time is more than 5 working days i.e. the difference is excluding weekends

updateRecords();
function updateRecords(){

try{
var inc = new GlideRecord('incident');
inc.addQuery('state', 6);
inc.query();
while(inc.next()){

var start = new GlideDateTime(inc.sys_created_on);
var nowTime = new GlideDateTime();

var days = getDateDiffExcWeekends(start,nowTime);
// if days more than 5
if(days >=5){
inc.state = 7;
inc.incident_state = 7;
inc.active = false;
inc.update();
}
}
}
catch(ex){
gs.info(ex);
}
}

function getDateDiffExcWeekends(start , end){
        var days = 0;
        while (start < end) {
            start.addDaysUTC(1);

            if (start.getDayOfWeekUTC() != 6 && start.getDayOfWeekUTC() != 7){
                days++ ;
            }
        }
        return days;
    }

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Tommy SN Sahlin · ‎12-02-2020

Hi Balaram,

navigate to Incident > Administration > Incident Properties and change the value in the field "Number of days" (first field, OOB populated with 7), change it to 5.

cheers, hope that helps /Tommy

*** Please mark as "Correct" or "Helpful" as appropriate ***

Tommy SN Sahlin · ‎12-02-2020

Ah, I didn't read properly. To do this for business days you will need a scheduled job. This has been discussed here: https://community.servicenow.com/community?id=community_question&sys_id=fea443e9dbd8dbc01dcaf3231f96...

cheers, hope that helps /Tommy

*** Please mark as "Correct" or "Helpful" as appropriate ***

Ankur Bawiskar · ‎12-02-2020

Hi,

You would require daily schedule job

refer below links for help

Auto close resolved incidents after 7 business days

Customize the automatic closure of incidents

Auto close resolved incidents after 3 business days

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Balaram7 · ‎12-03-2020

Hi Ankur,

Could you please help me with the business rule and the scheduled job need to be updated.

to resolve this issue.

Thank you,

Balaram.