question Re: Need help on getting tickets not updated for 5 business days in Developer forum

Need help on getting tickets not updated for 5 business days

shaik_irfan — Thu, 09 Jan 2020 04:11:14 GMT

Hi,

we have a requirement where users who not updated incident assigned to them past 5 business days i want to send a notification to the assigned to & assingned to manager

For that i think i need to write a Scheudule job but can anyone please help me with the code to exclude the holidays & weekends ?

Below is the script which is working for 5 days but not for bsuiness days

var gr = new GlideRecord('incident');
gr.addEncodedQuery('active=true^sys_updated_onRELATIVELE@dayofweek@ago@3');
gr.query();
while(gr.next())
{

gs.eventQueue('my.event', current, gr.assigned_to, gr.assigned_to.manager);

}

Re: Need help on getting tickets not updated for 5 business days

JaanisK — Thu, 09 Jan 2020 04:36:14 GMT

Hello Shaik,

You can use a Schedule here.

Create a new file of Schedule type, add holidays as schedule entries.

When it is done, you can query the global Schedule table, where "name" is your schedule name. Then, if a given day is within the schedule (checked by .isInSchedule call on GlideSchedule object), it is a holiday and you need to choose a different day.

I hope it helps.

Re: Need help on getting tickets not updated for 5 business days

Tony Chatfield1 — Thu, 09 Jan 2020 04:36:51 GMT

Hi, if you used a repeating OLA commitment you could trigger notifications on breach and also utilise the data for reporting on update frequency, driving improved client services and better user practice/ process. Even better it's all simple OOB functionality.

Re: Need help on getting tickets not updated for 5 business days

shaik_irfan — Thu, 09 Jan 2020 05:10:15 GMT

Hi @JaanisK

Thank you for the reply. I already have the OOB 8-5 weekdays schedule which i need to use can you please help me with the code to apply this

Re: Need help on getting tickets not updated for 5 business days

shaik_irfan — Thu, 09 Jan 2020 05:11:22 GMT

Hi tony,

I do have few more things to do with those ticket update the work notes etc thats why i am going with scheudle job

Re: Need help on getting tickets not updated for 5 business days

Ankur Bawiskar — Thu, 09 Jan 2020 05:18:49 GMT

Hi Shaik,

you can use schedule calculation

1) get the last updated time stamp

2) add 5 business days to it and get that date/time

3) get the current timestamp when job run

4) if current date/time is more than date/time from step 2 it means 5 business days have crossed

do whatever is required

https://community.servicenow.com/community?id=community_blog&sys_id=314e26addbd0dbc01dcaf3231f961986

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

Re: Need help on getting tickets not updated for 5 business days

shaik_irfan — Thu, 09 Jan 2020 05:49:54 GMT

Hi Ankur,

Can you please where do we have schedule calculation ?

Currently i have written a scheduled job as shown in the thread

Re: Need help on getting tickets not updated for 5 business days

Ankur Bawiskar — Thu, 09 Jan 2020 05:58:58 GMT

Hi Shaik,

try this script below; you will have to iterate over all incident records

that could be a limitation

var incident = new GlideRecord('incident');
incident.addActiveQuery();
incident.query();

while(incident.next()){

var updatedTime = incident.sys_updated_on;

var days = 5;

var dur = new GlideDuration(60*60*24*days*1000);

// paste the sys_id of the 8*5 weekday schedule excluding holidays and weekends

var schedule = new GlideSchedule('090eecae0a0a0b260077e1dfa71da828'); 

var finalTime = schedule.add(updatedTime, dur,'');

var updatedGdt = new GlideDateTime(updatedTime);

var finalTimeGdt = new GlideDateTime(finalTime);

// if the date/time after adding 5 business days is greater than updated time

if(finalTimeGdt > updatedGdt){
gs.eventQueue('my.event', current, gr.assigned_to, gr.assigned_to.manager);
}

}

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

Re: Need help on getting tickets not updated for 5 business days

shaik_irfan — Thu, 09 Jan 2020 06:41:50 GMT

@Ankur Bawiskar ,

One question it means it sends an email for the tickets which are not updated on or before 5 business days.

Re: Need help on getting tickets not updated for 5 business days

Ankur Bawiskar — Thu, 09 Jan 2020 07:11:25 GMT

Hi Shaik,

it checks those incidents which were updated 5 business days ago.

this is what is required right? any incident which has not been updated in last 5 business day

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

Re: Need help on getting tickets not updated for 5 business days

Ankur Bawiskar — Fri, 10 Jan 2020 15:04:22 GMT

Hi Shaik,

Any update on this?
Can you mark my answer as ✅ correct, 👍 helpful if you were able to achieve the requirement. This helps in removing this question from unanswered list and helps users to learn from your thread. Thanks in advance.

Regards
Ankur

Re: Need help on getting tickets not updated for 5 business days

User270223 — Thu, 20 May 2021 11:50:16 GMT

Hi Ankur,

I have a requirement to send notification if incident is created 1 day ago and not assigned to any body.

I used your above mentioned code however it is not running after the glide schedule part.

Can you please check and suggest if i am doing something incorrect.

var INC = new GlideRecord('incident');
INC.addEncodedQuery('active=true^assigned_toISEMPTY');
INC.query();

while(INC.next()){

var updatedTime = INC.opened_at;
var ID = INC.sys_id;

var days = 1;

var dur = new GlideDuration(60*60*24*days*1000);
gs.log('Pooja Schedule' + updatedTime + ID);

// paste the sys_id of the 8*5 weekday schedule excluding holidays and weekends

var schedule = new GlideSchedule('a60f9281dbbc6300c53e3caf9d961945');

var finalTime = schedule.add(updatedTime, dur,'');

var updatedGdt = new GlideDateTime(updatedTime);

var finalTimeGdt = new GlideDateTime(finalTime);

// if the date/time after adding 5 business days is greater than updated time

if(finalTimeGdt > updatedGdt){
gs.eventQueue('my.event', current, gr.assigned_to, gr.assigned_to.manager);
}

}

Re: Need help on getting tickets not updated for 5 business days

Sri13 — Sat, 20 May 2023 16:24:23 GMT

Hi @Ankur Bawiskar ,

I checked the above script and trying to replicate with Procurement Case.I have written a script include on global with accessibility from all scopes,however receiving the following error.

Can't find method com.glide.schedules.Schedule.add(java.lang.String,com.glide.glideobject.GlideDuration,string). (sys_script_include.06b6a932977e69505b237886f053afe0.script; line 41) in:

getLastUpdatedindays: function() {
var pcrArr = [];
var pcGr = new GlideRecord('sn_spend_psd_procurement_request');
pcGr.addEncodedQuery('active=true^state=80');
pcGr.query();
while (pcGr.next()) {
gs.log('pcGr number '+pcGr.getValue('number'));
var updatedTime = pcGr.sys_updated_on;
gs.log('updatedTime '+updatedTime);
var days = 3;
var dur = new GlideDuration(60 * 60 * 24 * days * 1000);
// paste the sys_id of the 8*5 weekday schedule excluding holidays and weekends

var sched;
var grSchedule = new GlideRecord('cmn_schedule');
grSchedule.addQuery('name','08:30-17:30 Mon-Fri');
grSchedule.query();
while (grSchedule.next()) {
sched = new GlideSchedule();
sched.load(grSchedule.sys_id);
//var schedule = new GlideSchedule('dcc907c0db2c77005bcb24828a9619ad');
var finalTime = sched.add(updatedTime, dur);
var updatedGdt = new GlideDateTime(updatedTime);
var finalTimeGdt = new GlideDateTime(finalTime);

// if the date/time after adding 5 business days is greater than updated time

if (finalTimeGdt > updatedGdt) {

pcrArr.push(pcGr.getValue('sys_id')+'');
}

}
}

return pcrArr.toString();

}

Please note, even by using the exact script that you posted here ,albeit different schedule sys_id I am facing the same mentioned error.

Kindly note I need this for reporting.

Any responses on this would be highly appreciated.

Thanks,

Sri