How to update state when Follow Up date passes

[John-James Ormo]

I've been presented with a requirement to have incident states update automatically to "In Progress" when the date set in the "Follow Up" field passes. How can I best accomplish this?

[Ravi Peddineni · Accepted solution]

@John-James Ormond 

You can use a Scheduled Job to achieve this. Run a Job daily at 00 hours 01 Minutes and in the script, Glide Record the incident table and check for each active record that the "Follow Up" date passed and if yes, set the State to inprogress. 

[Komal18]

Hi Ravi, 

I was working on a similar request and the above approach works fine when the follow-up time is more than 24hours. If follow up time is, say, 1 hour or 2 hour which is within a day and our schedule job runs at night, the state changes at night and there will be a delay in agents picking up the case.

[akin9]

Hi@Ravindranath,

Can you please share the script. for reference.