Sending email notification to user on no response and auto closing the incident

shonamac · ‎03-11-2016

Hi,

We have a policy with our customers that after a period of time with no response to their incident we will also close the incident and I'm trying to determine how we can implement this feature in servicenow.

Can I do everything through an email notification or will I have to build on 2 separate applications, like notifications and business rules for example?

Our current model is also set to autoclose incidents after 3 days if they were in a resolved state using system properties.

So firstly, we want to send an email notification to our users if there has been no response via email or case comment after say 2 days

Secondly we then want to change the state of the incident to closed (or resolved) afterwards

Appreciate any advice given to assist me here

Thanks

Shona

Travers M · ‎03-11-2016

We use a method of auto closing incidents that are left in a custom need more information status for 7 days. If a ticket is updated by anyone within that period, it resets the timer. Below is the script that is used for that

var inc = new GlideRecord('incident');

inc.addQuery('state', '10');

inc.addQuery('sys_updated_on', '<=', gs.daysAgo(7));

inc.query();

while(inc.next()) {

gs.eventQueue("nmi.closure", inc, inc.caller_id, gs.getUserName());

inc.comments = 'Incident automatically closed after ' + 7 + ' days in a Need More Information status';

inc.close_code = '5b07efae0f99a9007b0b918172050e3c'; // Unknown

inc.close_notes = "Closed due to no reply.";

inc.state = 7;

inc.active = false;

inc.update();

}

From there, we have an email notification set up on the nmi.closure event with the details as to why their incident was closed

View solution in original post

Travers M · ‎03-11-2016

We have a line in our inbound action to change the status

if (current.state == 10){ current.state = 2; }

I think for the portal/self service view we have something in place that updates that status but I'd have to dig for it as I'm not sure offhand and it was set up a long time ago

shonamac · ‎03-11-2016

Thanks Travers

The other thing I need to look at is if we have attempted to contact the customer on 3 separate occasions and have received no response then we would close the incident (this may be over any period of days) and I think will be slightly trickier to script around but thanks for your help so far.

Finally if I can ask a newbie question, where are you running your script - is it a client side or business rule - my guess would be business rule

Thanks

Shona

Travers M · ‎03-11-2016

That script is a scheduled job set to run daily at 7:30 a.m.