Regarding 3 strike rule

[ShubhangiA77524]

I have a code for 3 strike policy, is there any way around or optimization for it?

var MANILA_TZ = 'Asia/Manila';

var SCHED_ID = '06d3639edb34e510ee8fdf0bd396199e';

var dc = new DurationCalculator();

dc.setSchedule(SCHED_ID, MANILA_TZ);

// Cache for Catalog Item configurations (prevents repeated lookups in loop)

var itemCache = {};

// Target SC Tasks for this specific group & state

var tsk = new GlideRecord('sc_task');

tsk.addEncodedQuery('active=true^state=-5^u_pending_reason=Awaiting Information from User');

tsk.addQuery('assignment_group.name', 'CESO Network - MS : IP Telephony');

tsk.query();

while (tsk.next()) {

    var now = new GlideDateTime();

    var objRITM = new GlideRecord('sc_req_item');

    if (!objRITM.get(tsk.request_item)) {

        gs.warn('--- Skipping task ' + tsk.number + ' (RITM not found)');

        continue;

    }

    var recipient = objRITM.request.requested_for;

    if (!recipient) {

        gs.warn('--- No recipient found for ' + tsk.number);

        continue;

    }

    var config = {

        first_evt: 'poc.3strike.sc.event.1',

        second_evt: 'poc.3strike.sc.event.2',

        third_evt: 'poc.3strike.sc.event.3',

        fourth_evt: 'poc.3strike.sc.event.4',

        req_endstate: 3

    };

    var catItemId = objRITM.cat_item.toString();

    if (itemCache[catItemId]) {

        config = itemCache[catItemId];

    } else {

        var cat_item_gr = new GlideRecord('sc_cat_item');

        if (cat_item_gr.get(catItemId)) {

            if (!cat_item_gr.u_3strike_rule_followup_event.nil()) {

                try {

                    var ev = JSON.parse(cat_item_gr.u_3strike_rule_followup_event.toString());

                    config.first_evt = ev[1] || config.first_evt;

                    config.second_evt = ev[2] || config.second_evt;

                    config.third_evt = ev[3] || config.third_evt;

                    config.fourth_evt = ev[4] || config.fourth_evt;

                } catch (e) {

                    gs.warn('Invalid JSON in u_3strike_rule_followup_event for ' + cat_item_gr.name);

                }

            }

            if (!cat_item_gr.u_state_after_3strike_rule.nil()) {

                config.req_endstate = cat_item_gr.u_state_after_3strike_rule.getValue() || config.req_endstate;

            }

            itemCache[catItemId] = config;

        }

    }

    // Determine if follow-up due

    // Use GlideDateTime comparison directly

    var lastFollowUp = tsk.u_date_last_follow_up.getGlideDateTimeValue();

    if (lastFollowUp && lastFollowUp.after(now)) {

        continue;

    }

    // Determine strike count and event

    var ctr = parseInt(tsk.u_number_of_follow_up || 0);

    var evt = '';

    switch (ctr) {

        case 0:

            evt = config.first_evt;

            break;

        case 1:

            evt = config.second_evt;

            break;

        case 2:

            evt = config.third_evt;

            break;

        case 3:

            evt = config.fourth_evt;

            break;

    }

    if (!evt) {

        continue;

    }

    // Trigger follow-up event

    gs.eventQueue(evt, objRITM, recipient, '');

    // Compute next follow-up using Duration Calculator (9 business hours later)

    // 9 hours = 32400 seconds

    var nextFollowUpGDT = dc.calcDuration(now, now, 32400);

    if (ctr < 2) {

        // Strike 1 or 2

        ++ctr;

        tsk.u_number_of_follow_up = ctr;

        tsk.u_date_last_follow_up = nextFollowUpGDT;

    } else {

        // Strike 3 → Close task

        tsk.u_number_of_follow_up = 3;

        tsk.state = config.req_endstate || 4;

        tsk.work_notes = 'No Response from user (3 strike rule)';

        gs.info('--- Closing SC Task ' + tsk.number + ' (Final Strike). State set to ' + tsk.state);

    }

    tsk.update();

}

[Uncle Rob]

There's many many ways to do a 3 strike rule.
Code as presented, I have no idea if this is a BR, a script include, or just a one time run background script.
Why not start with telling us what you've got and what you WANT to happen?
3 strikes of WHAT?

[ShubhangiA77524]

I have to make a schedule job that should run on 7th business day and my requirement is:
assume like i have created a ticket from a catalog item and ritm and sc task are generated so  3 strike rule means , when ticket is created and state is pending and reason is awaiting info from user , if user does not reply to that ticket then a 1 follow up should send to him in email body, then after 9 hrs 2 follow up, then 3 follow , after 3 follow up if requestor does not reply then 4th follow up is sent and the state of sc task is made closed incomplete with work note- No response from user.

[Uncle Rob]

And since states can move back and forth, and since customers can be responsive and then not responsive, when does the "wait for three strikes" period begin, end, and reset?

[ShubhangiA77524]

wait for three strikes period begins when state is pending and there is no response from user within the schedule that is 7am-4pm