Reopen ticket if not closed in 5 mins

[PK14]

Hi Team,

I need urgent assistance.I've created the scheduled job below, which runs every 1 minute (repeat interval: periodically).
The requirement is to set the state of the task to "Open" and clear the "Assigned to" field if the task is not closed within 5 minutes of its creation.

Example:
If a task is created at 1:00 PM IST and is not closed by 1:05 PM IST, then the system should update its state to Open and clear the Assigned to field.
Although the below code works, I'm facing an issue where the job performs the update before 5 minutes have passed. In some cases, it's reopening the task within just a few seconds of creation.

var taskGr = new GlideRecord('sc_task');

// Get current time and subtract 5 mins

var now = new GlideDateTime();

var fiveMinutesAgo = new GlideDateTime();

fiveMinutesAgo.addMinutes(-5);

// Query: Created before 5 mins ago

taskGr.addQuery('sys_created_on', '<=', fiveMinutesAgo);

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

taskGr.addQuery('assignment_group', '14d1f5446f86a100c80e175e5d3ee4c0'); //Support 

taskGr.addQuery('state', 'NOT IN', '3,4'); (closed complete or closed incomplete)

taskGr.query();

while (taskGr.next()) {

    if (taskGr.state != '1') {

        taskGr.state = '1'; // Open

        taskGr.assigned_to = ''; // Clear assignment

        taskGr.work_notes = "Auto-reopened: Not closed within 5 minutes of creation.";

        taskGr.update();

        gs.info('Task ' + taskGr.number + ' reopened after stuck > 5 mins');

    }

}

[PK14]

added the logs.

There's no difference between fiveMinutesAgo and SixMinutesAgo. Both the timings fetched is same. 

[Ankur Bawiskar · Accepted solution]

@PK14 

try to use addSeconds() method and give seconds for 5mins and 6 mins in that method

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

[Ankur Bawiskar]

@PK14 

Would you mind closing your earlier questions by marking appropriate response as correct?

Members have invested their time and efforts in helping you.

[Viraj Hudlikar]

Hello @PK14 

var taskGr = new GlideRecord('sc_task');
var now = new GlideDateTime();
var fiveMinutesAgo = new GlideDateTime();
fiveMinutesAgo.addMinutes(-5);

taskGr.addQuery('assigned_to', '16562d1ddbcb9490daad7f93e296195f'); //ABC
taskGr.addQuery('assignment_group', '14d1f5446f86a100c80e175e5d3ee4c0'); //Support 
taskGr.addQuery('state', 'NOT IN', '3,4'); // Closed Complete or Closed Incomplete
taskGr.query();

while (taskGr.next()) {
    var created = new GlideDateTime(taskGr.sys_created_on);
    if (created.getNumericValue() <= fiveMinutesAgo.getNumericValue()) {
        if (taskGr.state != '1') {
            taskGr.state = '1'; // Open
            taskGr.assigned_to = ''; // Clear assignment
            taskGr.work_notes = "Auto-reopened: Not closed within 5 minutes of creation.";
            taskGr.update();
            gs.info('Task ' + taskGr.number + ' reopened after stuck > 5 mins');
        }
    }
}

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Viraj Hudlikar]

Hello @PK14 

Did you tried with my solution not sure if you had look on it or not.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.