How to Auto-Close Resolved Cases (5 Business Days)

[Rob Sestito]

Hey Everyone!

So, I have a scheduled job that runs - to auto-close resolved cases. When it first was put together for Go-Live, it was supposed to be set for 5 business days, however (before i took this current position), it was set for 1 business day as a test and then never touched again. (seems silly)..

Here are the conditions and script to current job:

Run: Periodically

Repeat Intervals: [Days] 0

Hours: 01:00:00

Run Script:

// Close incidents after 5 business days

var days = -7;

// Business days exclude Saturday and Sunday

var day = new GlideDateTime(gs.nowDateTime());

//var weekday = day.getDayOfWeek();

//days = days - 2;

day.addDays(days);

// Find resolved incidents

gs.log('SJ Auto-close hr cases looking for cases resolved before ' + day.getDisplayValue());

var hr_case = new GlideRecord('hr_case');

hr_case.addQuery('state', '20');

hr_case.addQuery('sys_updated_on', '<=', day);

hr_case.query();

while (hr_case.next()) {

gs.log('SJ Auto-close cases found resolved case ' + hr_case.number + '. Was updated on ' + hr_case.sys_updated_on);

hr_case.state = '3';

hr_case.update();

}

Now originally, var days = -7; was set to -1 and I was told if I want to do 5 business days excluding weekend, then I needed to set that to the -7.

System Properties, Number of days (integer) after which Resolved incidents are automatically closed. Zero (0) disables this feature: This is set to 5 (which I changed as well, before it was set to 1).

During some testing, I changed the System properties "number of days" to 2 and left the script as it was to start with. A Case was auto closed after 2 days, 6 hours, 44 minutes.

Then I changed the system properties "number of days" to 5 - and change the script from var days = -1; to var days = -7;

And then my case auto closed 3 days. 2 hours, and 29 min.

From the information I have provided, is anyone able to see/notice what I need to change in order to get this corrected? (not sure if it matters, but my first test was on a Monday, second test was on a Thursday).

Thanks so much in advance!

-Rob

[Michael Fry1]

Seems like it would be easier to use the Conditional script to control when this runs, something like this:

function notweekend() {

      var now = new Date();

      var day = now.getDay();

      var result = false;

      if(day != 6 || day != 7) {

              result = true;

      }

      return result;

}

notweekend();

[Rob Sestito]

Thanks for your reply Michael,

That seems like a good idea. I will give that a shot. Since I have to wait practically a full week for this to test, I will get back to you next week if this works. haha

sorry - and thank you!

-Rob

[Rob Sestito]

quick question from your reply Michael -

Would I need to take out the "run script" in order for the conditional script to run? Or would the conditional script take over?

Thank you!

-Rob

[Michael Fry1]

You should remove this from your run script:

// Close incidents after 5 business days

var days = -7;

// Business days exclude Saturday and Sunday

var day = new GlideDateTime(gs.nowDateTime());

//var weekday = day.getDayOfWeek();

//days = days - 2;

day.addDays(days);