Update incident state field when specified 'on hold' date reached

[foster1]

Hi, I'm going round in circles on this and hoping someone can help. I have set up the notifcation as mentioned in:
http://wiki.service-now.com/index.php?title=Creating_a_Simple_Reminder_Email
using an 'On Hold' date/time field in the Incident form (u_on_hold_expiry)

Condition: current.u_on_hold_expiry.changes()

Script: gs.eventQueueScheduled("Incident.reached.end.of.onhold.period", current, gs.getUserID(), gs.getUserName(), current.u_on_hold_expiry);

Event: Incident.reached.end.of.onhold.period

and this is working fine.
What I would like to do is reset the Incident state from 'On hold' to 'Active' at the same time i.e. when the 'current.u_on_hold_expiry.changes()' at the time set in the field, is this possible from the same Business Rule/event or does it have to be done separately? Any suggestions and/or assistance greatfully received.



Foster

[lars-ake_bolk]

I guess you can try creating a new Script Action that triggers on your Incident.reached.end.of.onhold.period event.
Then you can write any javascript code you want; in this case changing incident state.
Good luck!

[Dan Tolgyesi1]

Hi,

I also have this requirement to have an off hold date, did you have any success with being able to change the state?

Thanks
Dan

[foster1]

Hi Dan,
I now have a script that changes the incident state to 'Active' from 'Onhold' which works when the onhold expiry date is changed manually:

if(current.active == true&& current.incident_state == 😎 //state 8 is my onhold
{
current.incident_state = 1;
gs.addInfoMessage('Active incident' + current.number + ' reopened - Business rule.'); // just to display something to show it's working
current.update();
}

If the incident is 'On hold' and I update the expiry date then the state changes to active so the usiness Rule does work. However what I haven't found how to do is get it to trigger automatically when the expiry date is reached as the email notification does, any ideas?
I have looked at creating an event as per the notification but that hasn't worked so I'm now looking at triggering a script action.

[Dan Tolgyesi1]

Hi,

Thanks for your input I will have a play around to see what I can do and let you know the outcome.

Thanks
DAn