AutoClose the incident_task after 4hrs when there is no updateon it

[Pravalika R]

Hi all,

I want to auto close the incident tasks when there is no update on them.

 P1 incident_task should autoclose after 4hrs,

P2 incident_task should autoclose after 8hrs,

Please provide your valuable suggestions.

Thank you,

Pravalika

[Mark Manders]

What? Something is broken or not working as it should (definition of incident) and you are auto closing the tasks that are needed to resolve this issue? I hope you have talked to whomever requested this and told them that this makes no sense? 

Technical solution (but please push back this requirement!!): create a flow that only runs once on update of the task. Add a 4 hour wait condition if P1 (and 8 for P2), look up the record you created (sys_id of look up record = sys_id of trigger record) and check on the 'sys_updated_on' date/time and if the task is still active. If the last update is 4 hours or longer ago, close the task, if not, end flow (a new flow has started on the latest update, taking over for the next 4 hours).

But please do not implement this. It will destroy your SLA's and will end up with angry clients.

[Dr Atul G- LNG]

Very True @Mark Manders 

As per process it is not best /even good practice. By flow we can move incident but the SLA will be a big mess. @Pravalika R  Better to check plus and minus. Also it will be overhead for technical guys to maintain this code. 

[Pravalika R]

Thank you Mark/AG.

we have scheduled calls with user to communicate the same and revise the requirements.

Regards

Pravalika