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Porkodi
Tera Contributor

‎09-10-2024 03:42 AM



our requirement is every day, we need to send reminder once state change to "pending user acceptance" and after three reminders we need to close these tickets automatically on 4th day.

 

So, i have write this code:

 
strikeIncidents();

function strikeIncidents() {

    try {
        var inc = new GlideRecord('incident');
        inc.addEncodedQuery("stateIN23^assignment_group=5dfed7eddb47e810a589b3b2ba9619d1^sys_domain=7ac87d73dbc50300822cfb051d96198f^u_requester.preferred_language=en^sys_created_on>=javascript:gs.dateGenerate('2023-04-28','00:00:00')");
        inc.query();
        while (inc.next()) {

            var start = new GlideDateTime(inc.u_moved_to_pending);
            var nowTime = new GlideDateTime();
            var days = getDateDiffExcWeekends(start, nowTime);
            //var mins = calculatedFieldValue(start, nowTime);
            var dur = new GlideDuration(60 * 60 * 24 * 1000 * 7); //calculate duration of 4 days
            var schedule = new GlideSchedule('1327c8e487e1a91022febae6dabb35d9');//24*7 Weekdays
            var autoResolveDate = schedule.add(start, dur);
            // if days more than 1
            if (days == 1) {
                gs.eventQueue('strike.one.incident.pending.user.accept', inc, "1", autoResolveDate);
                inc.setValue('u_situation', 'Strike 1');
                inc.setValue('u_requester_situation', 'Strike 1');
            }
            if (days == 3) {
                gs.eventQueue('strike.two.incident.pending.user.accept', inc, "2", autoResolveDate);
                inc.setValue('u_situation', 'Strike 2');
                inc.setValue('u_requester_situation', 'Strike 2');
            }
            if (days == 4) {
                inc.close_notes = "Ticket resolved after no response from the user";
                inc.setValue('state', '23');
                inc.setValue('close_code', 'Not Reproducible');
                inc.setValue('u_situation', 'Strike 3');
                inc.setValue('u_requester_situation', 'Strike 3');
                inc.closed_by = inc.resolved_by;
            }
           
            inc.update();
        }
    } catch (ex) {
        gs.info(ex);
    }
}

function getDateDiffExcWeekends(start, end) {
    var days = 0;
    while (start < end) {
        start.addDaysUTC(1);

        if (start.getDayOfWeekUTC() != 6 && start.getDayOfWeekUTC() != 7) {
            days++;
        }
    }
    return days;
}

function calculatedFieldValue(start, end) {
    //var dateString1 = new GlideDateTime(ritm.u_moved_to_pending); //make sure variable name is begin
    //var dateString2 = new GlideDateTime(); // make sure variable name is end
    var diffSeconds = gs.dateDiff(start, end, true);
    var diffMins = diffSeconds / 60;
    return Math.round(diffMins); // return the calculated value
}

 

could you please help me to modify this.

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5 REPLIES 5

Siddhesh Jadhav
Kilo Sage

‎10-17-2024 09:11 AM

Hi @Porkodi ,

Try this

strikeIncidents();

function strikeIncidents() {
    try {
        var inc = new GlideRecord('incident');
        inc.addEncodedQuery("state=23^assignment_group=5dfed7eddb47e810a589b3b2ba9619d1^sys_domain=7ac87d73dbc50300822cfb051d96198f^u_requester.preferred_language=en^u_moved_to_pendingISNOTEMPTY");
        inc.query();
        
        while (inc.next()) {
            var start = new GlideDateTime(inc.u_moved_to_pending);
            var nowTime = new GlideDateTime();
            var days = getDateDiffExcWeekends(start, nowTime);

            // Define schedule and duration (4 days)
            var schedule = new GlideSchedule('1327c8e487e1a91022febae6dabb35d9'); // 24*7 Weekdays
            var autoResolveDate = schedule.add(start, new GlideDuration(60 * 60 * 24 * 1000 * 4)); // Duration of 4 days

            // Handle reminders and ticket closure
            if (days == 1) {
                gs.eventQueue('strike.one.incident.pending.user.accept', inc, "1", autoResolveDate);
                inc.setValue('u_situation', 'Strike 1');
                inc.setValue('u_requester_situation', 'Strike 1');
                gs.info("Strike 1 reminder sent for incident: " + inc.number);
            }
            else if (days == 2) {
                gs.eventQueue('strike.two.incident.pending.user.accept', inc, "2", autoResolveDate);
                inc.setValue('u_situation', 'Strike 2');
                inc.setValue('u_requester_situation', 'Strike 2');
                gs.info("Strike 2 reminder sent for incident: " + inc.number);
            }
            else if (days == 3) {
                gs.eventQueue('strike.three.incident.pending.user.accept', inc, "3", autoResolveDate);
                inc.setValue('u_situation', 'Strike 3');
                inc.setValue('u_requester_situation', 'Strike 3');
                gs.info("Strike 3 reminder sent for incident: " + inc.number);
            }
            else if (days == 4) {
                inc.setValue('close_notes', "Ticket resolved after no response from the user");
                inc.setValue('state', '7'); // Set to Closed
                inc.setValue('close_code', 'Not Reproducible');
                inc.setValue('u_situation', 'Strike 3');
                inc.setValue('u_requester_situation', 'Strike 3');
                inc.closed_by = inc.resolved_by;
                gs.info("Incident " + inc.number + " closed automatically after no response.");
            }
            inc.update();
        }
    } catch (ex) {
        gs.error("Error in strikeIncidents: " + ex);
    }
}

// Function to calculate business days excluding weekends
function getDateDiffExcWeekends(start, end) {
    var days = 0;
    while (start < end) {
        start.addDaysUTC(1);
        if (start.getDayOfWeekUTC() != 6 && start.getDayOfWeekUTC() != 7) { // Exclude weekends
            days++;
        }
    }
    return days;
}


Key Changes:
- Encoded Query: Focused on state=23 (Pending User Acceptance), ensuring the query targets incidents in this state.
- Duration Calculation: Set the duration to 4 days using GlideSchedule.
- Handling Reminders: Added reminders for Strike 1, Strike 2, and Strike 3 based on the days variable.
- Closing the Incident: On the 4th day, the incident is automatically closed with the appropriate state and close notes.

 

Thanks & Regards

Siddhesh Jadhav

 

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