Auto close the resolved cases after 3 business days only for 8-5 weekdays

[AishwaryaS1]

I've requirement, in which I need to close the resolved cases after 3 business days.
But while doing that we need to consider the Business Hrs. are 8-5 and excluding weekends.
I was trying using scheduled job, it is working but including weekends and 24/7

Please let me know if anyone have solution for this.

[Runjay Patel]

Hi @AishwaryaS1 ,

Try using below script in your schedule job.

var ps = gs.getProperty('glide.ui.autoclose.time');
var pn = parseInt(ps);

if(pn > 0){
   //Get a schedule by name to calculate duration
   var schedRec = new GlideRecord('cmn_schedule');
   schedRec.get('name', '8-5 weekdays excluding holidays');
   if (typeof GlideSchedule != 'undefined')
      var sched = new GlideSchedule(schedRec.sys_id);
   else
      var sched = new Packages.com.glide.schedules.Schedule(schedRec.sys_id);
   
   //Get the current date/time in correct format for duration calculation
   var actualDateTime = new GlideDateTime();
   actualDateTime.setDisplayValue(gs.nowDateTime());
   
   //Query for resolved incident records
   var gr = new GlideRecord('incident');
   gr.addQuery('state', 6);
   gr.query();
   while(gr.next()){
      //Close any records that have not been updated in 'pn' number of hours
      //Date difference calculated based on specified schedule
      var difDay = sched.duration(gr.sys_updated_on.getGlideObject(), actualDateTime).getDayPart()*24;
      var difHour = sched.duration(gr.sys_updated_on.getGlideObject(), actualDateTime).getDurationValue().split(':')[0].substr(-2);
      var dif = difDay + parseInt(difHour.replace(/^[0]+/g,""));
     
      if(dif >= pn){
         gr.state = 7;
         gr.active = false;
         //gr.comments = 'Incident automatically closed after ' + pn + ' hours in the Resolved state.';
         gr.update();
      }
   }
}

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Runjay Patel - ServiceNow Solution Architect
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[AishwaryaS1]

@Runjay Patel I tried this solution, but it is not working as expected. I want to close the resolved cases after 3 business days. Suppose case is resolved on Thursday then it should be closed on Tuesday not on Sunday.
I need to do this using scheduled job.

[Runjay Patel]

Hi @AishwaryaS1 ,

I have given you working code, you just need to create schedule which includes holidays and run only weekdays.

[AishwaryaS1 · Accepted solution]

updateRecords();

function updateRecords() {

    try {

        var gr = new GlideRecord('x_klla_fin_ops_sd_accounts_payable');

        gr.addQuery('state', 6);//resolved state=6

        gr.query();

        while (gr.next()) {

            var start = new GlideDateTime(gr.resolved_at);//resolved time

            var nowTime = new GlideDateTime();//current time

            var days = getDateDiffExcWeekends(start, nowTime);

            gs.info('days are: '+ days+ 'Case Number: '+gr.number);

            // if days more than 3

            if (days >= 3) {

                gr.state = 4;

                gr.comments = 'This case has been auto closed';

                gr.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;

}

I've tried this solution and it works.