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

Ankur Bawiskar · ‎03-22-2022

@Balaram

Hope you are doing good.

Did my reply answer your question?

Would you mind closing the thread by marking appropriate response as correct so that it benefits future readers.

Regards
Ankur

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

Teja3 · ‎08-10-2023

How to test it in incident table I'm not sure after changing the code in schedule script please let me know

Prasant Kumar 1 · ‎12-02-2020

Hi,

Please follow below screenshot:-

Property field:- Number of days(integer) after which resolved incidents are automatically closed.

If I am able to solve your query, Please mark my answer correct and helpful.

Thanks & Regards

Prasant Kumar Sahu