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.
