Automating Case Resolution After 5 Business Days in "Pending" State for Specific Assignment Group

[Deepika Mishra]

Hello everyone,

I have a requirement in ServiceNow where I need to automatically update an associated Case when the case is assigned to a specific assignment group is in the "Pending" state for more than 5 business days.

Use Case:

• Assignment Group: Network
• State: Pending
• Condition: The case must be in the "Pending" state for more than 5 business days.

Expected Outcome:

If the case assigned to the "Network" group remains in the "Pending" state for over 5 business days, I need to automatically update the associated Case with the following:

• Case State: Resolved

The issue is how do I check the case being in "Pending" state for over 5 business days. As of now I have no fields or script to test the same. I want to know how to approach it in an optimized best practice way of ServiceNow. 

The case state can be set to resolved once the calculation of 5 days is done. The main challenge is to check the 5 business days in an optimized manner.

[GlideFather]

Write a business rule, create a flow (it will close the only record exactly after 5 days), or scheduled job (daily checking for all the records).

[Deepika Mishra]

I don't want to use Schedule Job as it will run on daily basis and it will have performance issue.
Can you help with detailed approach of business rule and flow ?

[GlideFather]

Scheduled job can run weekly, monthly, yearly, on demand... and based on the script if it is not a garbage code it usually has no performance impacts or it is scheduled out of business hours (e.g. 2 AM, or 23 PM).

But OK, you can then use the business rule or the work/flow triggered after the required amount of time. Mabye the flow is the best option.