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?

[praneeth7]

Hello @Priyansh_98 

I did not test it, but you can configure something like this,

I have used send email action here, if you want send some notification also you can replace it with your notification.

If you find this useful Please mark my answer Helpful & Accepted Solution

Thank you

[Harish KM]

Hi the below is the schedule job which will close after 10 days when there is no repsonse, modify this as per your requirement

checkINC();
function checkINC() {
// This INC job will check all non updated incidents for last 10 days and closes the incident. A OOB closed notification will be sent by comments
//Incase Incident get any comments/worknotes. The timer will reset.
var updatedDate = '';
var today = new GlideDateTime();
var today_date = today.getDate();
var gr = new GlideRecord('incident');
gr.addActiveQuery();
gr.addQuery('state', '4');
gr.query();
while (gr.next()) {
updatedDate = new GlideDateTime(gr.getValue('sys_updated_on'));
updatedDate = updatedDate.getDate();
var dur = GlideDateTime.subtract(updatedDate, today_date).getRoundedDayPart();
if (dur == '10') {
gr.close_code = 'No Response'; // Unknown
gr.close_notes = "Incident Closed due to no response from Caller.";
gr.u_cause = "Knowledge/Training Related";
gr.state = 7; //closed
gr.active = false;
gr.comments = 'Incident automatically closed after ' + 10 + ' days in a Awaiting User Information status';
// gs.eventQueue("inc.reminder", inc, inc.caller_id, gs.getUserName());
gr.update();
}
}
}

[Riya Verma]

Hi @Priyansh_98 ,

Hope you are doing great.

Please try using below script :

var gr = new GlideRecord('incident');
gr.addQuery('state', 'awaiting info');
gr.addQuery('sys_updated_on', '<', gs.daysAgo(3));
gr.query();

while (gr.next()) {
    var updated = gr.sys_updated_on;
    var ticket_updated = new GlideDateTime(gr.sys_updated_on);
    var today = new GlideDateTime();
    var duration_seconds = gs.dateDiff(ticket_updated, today, true);

    gs.print('Ticket Number: ' + gr.number);
    gs.print('Updated Date: ' + updated);
    gs.print('Today: ' + today);
    gs.print('Seconds since last update: ' + duration_seconds);

    if (duration_seconds > (6 * 24 * 60 * 60)) {
        // Cancel the ticket as it has been in "awaiting info" state for more than 6 days
        gr.state = 4; // Assuming 4 is the code for "canceled" state
        gr.update();
        gs.print('Ticket has been canceled.');
    } else if (duration_seconds > (3 * 24 * 60 * 60)) {
        // Send notification as the ticket is 3 days old and still in "awaiting info" state
        gs.print('Sending notification to user.');
        // Add your notification logic here.
    }
}