notification after 3 days in servicenow

[Priyansh_98]

I have to send a notification to the user when the ticket is 3 days old and the state is in awaiting info state and when a ticket is in the "awaiting info" state for more than 6 days, then the ticket should be canceled.. i have created scheduled jobs and added this script...

the problem is I am not able to get the days count even though the ticket is updated recently also it does not show the correct days count.

i am using an updated date field for taking the difference between today's date and updated date for trigeering the condition.

script : 

var gr = new GlideRecord('incident');

gr.addEncodedQuery('state=3');

gr.setLimit(1);

gr.query();

while (gr.next())

{

    var updated = gr.sys_updated_on;

    var ticket_updated= new GlideDateTime(gr.sys_updated_on);

    var today = new GlideDate();

    var duration_seconds = gs.dateDiff(updated, today, true);

//  var duration_days = Math.round(dur_seconds / (3600 * 24));

    gs.print(''+gr.number);

    gs.print('updated '+updated);

    gs.print(updated);

    gs.print('today'+today);

    gs.print('secods' +duration_seconds );

    //gs.print('dur_days' +duration_days );

}

can someone please help me with this requirement?

[SANDEEP28]

@Priyansh_98 From your output, I can see ticket update time 21st April, thats why difference is coming as 91 days 🙂 Please check month

ticket_updated_time : 2023-04-21 03:19:24        --> this 21 April 2023

Today's date  : 2023-07-21 12:13:45 ---> 21st July 2023

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct the solution which I gave in previous post so that it will help others.

[praneeth7]

Hello @Priyansh_98 

This can be achieved via flow designer. That would be more easy. 

or 

Please update your script like this, I hope this will resolve your issue

var gr = new GlideRecord('incident');
gr.addQuery('state', '3');
//gr.setLimit(1);
gr.query();

while (gr.next()) {
    var updated = gr.sys_updated_on;
    var ticket_updated = new GlideDateTime(updated);
    var today = new GlideDate(); 
    var duration_seconds = gs.dateDiff(today, ticket_updated, true); 
    var duration_days = Math.round(duration_seconds / (86400)); // Divide by the number of seconds in a day (86400)

    gs.print(updated);
    gs.print('today: ' + today);
    gs.print('seconds: ' + duration_seconds);
    gs.print('days: ' + duration_days);
}

Please mark my answer Helpful &Accepted solution if you find the useful

Thanks,

Praneeth 

[Priyansh_98]

Hi @praneeth7 ,

thanks for your response...

can you please look into the comments which I have added above?

the issue is still there...

[praneeth7]

Hello @Priyansh_98 

Please try this code,

var grIncident = new GlideRecord('x_aai_gbs_finanapp_gbs_finance');
grIncident.addEncodedQuery('state=19');
grIncident.setLimit(5);
grIncident.query();

while (grIncident.next()) {
    var ticket_updated_time = new GlideDateTime(grIncident.sys_updated_on);
    var today = new GlideDateTime();
    today.setHourOfDay(0);
    today.setMinute(0);
    today.setSecond(0);
    today.setMillisecond(0);

    var duration_seconds = gs.dateDiff(ticket_updated_time, today, true);
    var duration_days = Math.round(duration_seconds / (86400));

    gs.print('duration_days: ' + duration_days);

}

Thank you, 

Praneeth 

[Priyansh_98]

hi @praneeth7 ,

how can I configure it b flow can you please explore a little bit more?

like what should be the trigger condition and what should be the action flow?