Incident management question adjusting on hold attempt 1,2,3 behaviour

[Norton Foskett]

Small question, at the moment in our incident management module we have configured that tickets close after 7 days automatic when in attempt 3, but I also need to have that when in attempt 1 or 2 after 7 days ticket goes to in progress automatic.

Is this easy configurable? have been looking into business rules but do not see how to achieve this.

[Norton Foskett]

Trying to fix it with a scheduled job using the following script

var DAYS_LIMIT = 7;

var ATTEMPT_1 = 1;

var ATTEMPT_2 = 2;

var gr = new GlideRecord('incident');

gr.addQuery('contact_count', 'IN', ATTEMPT_1 + ',' + ATTEMPT_2);

gr.query();

while (gr.next()) {

    var currentDate = new GlideDateTime();

    var createdDate = gr.sys_created_on;

    var diff = gs.dateDiff(currentDate.getDisplayValue(), createdDate.getDisplayValue(), true);

    if (diff <= DAYS_LIMIT) {

        gr.state = 'in_progress';

        gr.update(); // Update the record

    }

}

gonna keep you guys updated if it works 

Kind regards,

Norton Foskett 

[Norton Foskett]

Noticed that some some fields in database are different then in script adjusted it, testing it now.

Results will be posted some time later. 

var DAYS_LIMIT = 7; // Define the number of days limit
var ATTEMPT_1 = 'attempt 1';
var ATTEMPT_2 = 'attempt 2';
var ON_HOLD_STATE = 3; // The state number for 'On Hold'
var IN_PROGRESS_STATE = 2; // The state number for 'In Progress'

// Get the current date and time
var now = new GlideDateTime();

// Query the state transitions related to 'On Hold' state and 'attempt 1' or 'attempt 2'
var gr = new GlideRecord('sys_history_line');
gr.addQuery('set', 'incident');
gr.addQuery('field', 'incident_state');
gr.addQuery('new_string', 'On Hold');
gr.addQuery('old_string', '!=', 'On Hold'); // Ensure the previous state is not 'On Hold'
gr.addQuery('created', '>=', now); // Only consider state transitions created before the current date
gr.orderByDesc('sys_created_on');
gr.query();

gs.log("Starting the script to check contact count and update state", "Test Script");

while (gr.next()) {
var sysId = gr.documentkey.toString();
gs.log("Processing record: " + sysId, "Test Script");

// Get the current date of the state transition
var stateChangeDate = new GlideDateTime(gr.sys_created_on);

// Get the time of the state transition
var stateChangeTime = stateChangeDate.getNumericValue() / 1000; // Convert milliseconds to seconds

// Query the incident record
var incident = new GlideRecord('incident');
if (incident.get(sysId)) {
// Get the current state of the incident
var currentState = incident.getValue('incident_state');

// Query the previous state of the incident
var prevState = new GlideRecord('sys_history_line');
prevState.addQuery('documentkey', sysId);
prevState.addQuery('field', 'incident_state');
prevState.addQuery('created', '<', gr.sys_created_on); // Consider only state transitions before the current one
prevState.orderByDesc('sys_created_on');
prevState.setLimit(1); // Get the latest state transition before the current one
prevState.query();

if (prevState.next()) {
var previousState = prevState.new_string.toString();

// Check if the previous state is 'On Hold' and the current state is 'In Progress'
if ((previousState == ON_HOLD_STATE) && (currentState != ON_HOLD_STATE)) {
// Calculate the time spent in 'On Hold' state
var timeInOnHold = stateChangeTime - (new GlideDateTime(prevState.sys_created_on).getNumericValue() / 1000);

// Check if the time spent in 'On Hold' state exceeds the limit
if (timeInOnHold >= (DAYS_LIMIT * 24 * 60 * 60)) { // Convert days to seconds
// Set the state to 'In Progress'
incident.setValue('incident_state', IN_PROGRESS_STATE);
incident.update();
gs.log("Record updated to 'In Progress': " + sysId, "Test Script");
} else {
gs.log("Record not updated. Time in 'On Hold' state is within the limit", "Test Script");
}
}
}
}
}

gs.log("Script execution completed", "Test Script");

Kind regards,

Norton Foskett 

[Norton Foskett · Accepted solution]

Resolution was to create 2 things 

1. Workflow creation.

2. Sla task Creation

So I was able to fix it myself,

Kind regards,

Norton Foskett