Make Incident state to In-progress when on-hold and "waiting until" Date field will reached

[Pratiksha KC]

Make Incident state to In-progress automatically when on-hold and "waiting until" Date field was reached for Europe/ Berlin Time zone. 

I have wrote the Scheduled Job script - Selected Timezone as - Europe/ Berlin

var gr = new GlideRecord('incident');

gr.addQuery('state', '3'); // On Hold

gr.addNotNullQuery('u_waiting_until');

gr.query();

while (gr.next()) {

    var holdUntil = new GlideDateTime(gr.getValue('u_waiting_until'));

    var now = new GlideDateTime();

    if (now.compareTo(holdUntil) >= 0) {

        gr.state=2; // In Progress

        gr.update();

    }

}

But it is not working. Should I have to convert UTC time zone to particular timezone ? 

Please guide me through this. 

Attached Screenshot for reference - 

[James Chun]

Hi @Pratiksha KC,

Your script is fine, but the priority is being overwritten by the priority lookup.

I would suggest you update the impact and urgency fields instead to escalate the priority.

Cheers

[Pratiksha KC]

Hi @James Chun 

Thanks for your reply, but I'm not using or setting the priority field on incident form. I wants to update the state field to In - progress when date is reached. 

Thank You!

[James Chun]

Sorry, I don't know what I was thinking 😅

But yes, your script looks fine to me, I don't believe there is a need to convert the time zone.

When you say it's not working, do you know where it's not working? Have you narrowed it down to identify if it's one of the following areas?

• GlideRecord query (i.e. no records are returned with the query)
• IF statement (i.e. now.compareTo(holdUntil) >= 0, or
• Setting the state field

Try adding some log statements between the script for debugging.

Cheers