pending caller ticket close

[c_neytergen]

I have added new incident state named "Pending Customer. Could oyu please help how can i add following rule in to IM Module?

Incident State = Pending Customer

if there is no response from customer than ticket should be closed after 5 days automaticlly?

thank you.

[manita_anand]

Hi,

you can have a hidden field created "Pending customer time"   which would capture the time the incident was put to state "Pending customer".

The same hidden field can be used to write a business rule which would calculate the "Pending customer time + 5days" and current.state =="Pending Customer" and also you can add additional consition to check "Last updated time" is 5 days ago {which means no update was done on that incident from past 5 days}

and if condiions are true, then it should set the current.state ="Closed"

Hope this helped you, if yes please makr my answer as "helpful/correct".

Thanks!

Happy to help you

[sergiu_panaite]

There is an out of box scheduled job that calls a business rule for that on incident table.

The out of box scheduled job: Autoclose Incidents

The business rule: incident autoclose

You can create a similar BR/scheduled job.

The BR has the conditions to close the incident based on state:

// This script automatically closes incidents that are resolved
// and haven't been updated in the specified number of days.
// This number is a property in System Properties.
// To place a comment in the incident, uncomment the "gr.comments" line.


autoCloseIncidents();


function autoCloseIncidents() {
   var ps = gs.getProperty('glide.ui.autoclose.time');
   var pn = parseInt(ps);
   var queryTime = new GlideDateTime();
   queryTime.addDaysUTC(-pn);


   if (pn > 0) {
   var gr = new GlideRecord('incident');
   gr.addQuery('incident_state', '6');
   gr.addQuery('sys_updated_on', '<', queryTime);
   gr.query();
   while(gr.next()) {
   gr.incident_state = '7';
   //   gr.comments = 'Incident automatically closed after ' + pn + ' days in the Resolved state.';
   gr.active = false;
   gr.update();
   }
   }
}

Regards,

Sergiu

[c_neytergen]

Hello,

i have created Scheduled Jobs with follow script., need your feedback for this

thank you

var ps = 1;

var pn = parseInt(ps);

if (pn > 0) {

var gr = new GlideRecord('incident');

gr.addQuery('incident_state', '4');

gr.addQuery('sys_updated_on', '<', gs.daysAgoStart(pn));

gr.query();

while(gr.next()) {

gr.incident_state = '8';

gr.comments = 'í‡aÄŸrınıza istenilen süre içerisinde cevap vermediÄŸiniz için çaÄŸrınızın kapatılmıştır.';

// gr.active = false;

gr.update();

}

}

[sergiu_panaite]

I modified your script to just print the incidents it find and it works on my own instance:

var ps = 1;
var pn = parseInt(ps);

if (pn > 0) {
var gr = new GlideRecord('incident');
gr.addQuery('incident_state', '4');
gr.addQuery('sys_updated_on', '<', gs.daysAgoStart(pn));
gr.query();
while(gr.next()) {
gs.print('Found a record ' + gr.number);
}
}

And I get when running via Background Script:

[0:00:00.011] Script completed in scope global: script

---

*** Script: Found a record INC0000017
*** Script: Found a record INC0000007
*** Script: Found a record INC0000054

In your case, if you close those incidents, you should set the "active" to "false" as well. I see you commented it out.

But, before running this on a production instance, I strongly recommend that you do some tests on a subproduction instance just to make sure you get the desired results.

Regards,

Sergiu