Reopen stuck Tasks

[PK14]

Hi Team, 

My requirement is to set the state to open if the ticket is in work in progress state for more then 15 minutes (doesn't close) when a ticket is assigned to automation. 

I have written a schedule job which works but resets the ticket to open state before 15 minutes. I assume it is because of the "Repeat Interval" that has been set for 2 minutes. (Runs periodically). 

var now = new GlideDateTime();

var fifteenMinutesInMillis = 15 * 60 * 1000; // 15 minutes

// Query tasks assigned to automation and in 'Work in Progress'

var taskGr = new GlideRecord('sc_task');

taskGr.addQuery('assigned_to', '16562d1ddbcb9490daad7f93e296195f'); // automation

taskGr.addQuery('state', '2'); // Work in Progress

taskGr.query();

while (taskGr.next()) {

    // Find the most recent state change TO 'Work in Progress'

    var history = new GlideRecord('sys_history_line');

    history.addQuery('field', 'state');

    history.addQuery('name', taskGr.sys_id);

    history.addQuery('new_value', '2'); // State changed to Work in Progress

    history.orderByDesc('sys_created_on');

    history.setLimit(1);

    history.query();

    if (history.next()) {

        var stateChangeToWIPTime = new GlideDateTime(history.sys_created_on);

        var timePassed = now.getNumericValue() - stateChangeToWIPTime.getNumericValue();

        if (timePassed >= fifteenMinutesInMillis) {

            taskGr.state = 1; // Reopen the task

            taskGr.work_notes = "Task automatically reopened after 15+ minutes in 'Work in Progress' due to no closure action by automation.";

            taskGr.update();

        }

    }

}

Can you please assist on this. The task can be created anytime so based on that the scheduled job should work. 

[Ankur Bawiskar]

@PK14 

I will suggest not to rely on sys_history_line table, but use a custom field to check when state changed to WIP.

Steps

1) before update business rule

Condition: State [Changes To] Work In Progress

Script:

    current.u_wip_since = new GlideDateTime();

2) then update scheduled job and use that field for 15 mins check

Something like this

var now = new GlideDateTime();
var fifteenMinutesInMillis = 15 * 60 * 1000;

var taskGr = new GlideRecord('sc_task');
taskGr.addQuery('assigned_to', '16562d1ddbcb9490daad7f93e296195f'); // automation sys_id
taskGr.addQuery('state', '2'); // Work in Progress
taskGr.addNotNullQuery('u_wip_since'); // Must have WIP start time
taskGr.query();

while (taskGr.next()) {
    var wipStart = taskGr.u_wip_since.getGlideObject();
    var timePassed = now.getNumericValue() - wipStart.getNumericValue();

    if (timePassed >= fifteenMinutesInMillis) {
        taskGr.state = 1; // Reopen the task
        taskGr.work_notes = "Task automatically reopened after 15+ minutes in 'Work in Progress' without closure by automation.";
        taskGr.u_wip_since = ''; // Reset the field
        taskGr.update();
    }
}

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@PK14 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@PK14 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[PK14]

Hi @Ankur Bawiskar,

Please let me know, if "u_wip_since" is field that storing the time when state changed to WIP?