How to autoclose change requests in ServiceNow
Business Requirement
This business requirement is to automatically close change requests that have been in the Review state for more than a certain number of days (i.e., 14 days).
Solution
Steps:
FIRST AND FOREMOST, ALWAYS CHECK HOW SN HAS IMPLEMENTED OTHER OOTB FUNCTIONALITIES SIMILAR TO YOUR BUSINESS REQUIREMENT!!
So, in our case: have a look at the Autoclose Incidents in the Schedule (sys_trigger) table. God damn it!
Copy & paste that shit and modified according to your needs!
If you cannot find an OOTB implementation similar to your business requirement, then push forward with the following steps:
- Navigate to > Schedule (sys_trigger) table
Create a new Schedule Job
Give it a name: autoclose changes
Save
- Navigate to > Business Rules (sys_script) table
Create a new BR
Give it a name: change autoclose
Select Change Request (change_request) table.
Select Advanced field.
- Navigate to > When to run tab
When: after
- Navigate to > Advanced tab
Put this script in the script editor:
// This script automatically closes changes that in review state and haven't been updated in the specified // number of days. This number is a property in System Properties.
// To place a comment in the change, uncomment the "gr.comments" line.
autoCloseChanges();
function autoCloseChanges() {
var ps = gs.getProperty('glide.ui.autoclose.change.time');
var pn = parseInt(ps);
var queryTime = new GlideDateTime();
queryTime.addDaysUTC(-pn);
if (pn > 0) {
var gr = new GlideRecord('change_request');
gr.addQuery('state', 0);
gr.addQuery('sys_updated_on', '<', queryTime);
gr.query();
while(gr.next()) {
gr.state = 3;
// gr.comments = 'Change automatically closed after ' + pn + ' days in the Review state.';
gr.active = false;
gr.closed_by = gr.sys_updated_by;
gr.update();
}
}
}
TLDR of BR:
This business rule is designed to automatically close change requests that have been in the Review state for more than a certain number of days. The number of days is specified by the glide.ui.autoclose.change.time property, which is set to 14 in this case. The business rule does the following steps:
- It gets the value of the glide.ui.autoclose.change.time property and converts it to an integer (pn).
- It creates a GlideDateTime object (queryTime) and subtracts pn days from it. This is the cutoff date for closing change requests.
- It checks if pn is greater than zero, meaning that the autoclose feature is enabled.
- It queries the change_request table for records that have state = 0 (Review) and sys_updated_on < queryTime, meaning that they have been in the Review state for longer than pn days.
- It loops through the query results and updates each record with the following values:
- state = 3 (Closed)
- active = false
- closed_by = sys_updated_by (the last user who updated the record)
- It saves the changes to the database.
Save.
Navigate to > System Properties (sys_properties) table
Create new System Property.
Give it a name and value (of type: integer):
Additionally, you can give it a description and assign the required roles to it.
- Navigate back to the newly created Schedule Item (Autoclose Changes)
Add this script in the job context field:
fcScriptName=change autoclose
Select Trigger Type: Interval
Repeat: Hours: 01
PS. Don't forget to do it in an update set to be safe
Worth checking resources:
INCIDENT: Auto close configuration
https://www.servicenow.com/community/itsm-articles/incident-auto-close-configuration/ta-p/2302132
How can I verify a scheduled job?
https://www.servicenow.com/community/developer-forum/how-can-i-verify-scheduled-job/m-p/2111725
Test Scheduled Jobs(and Fix Scripts) in the Script Debugger
https://www.servicenow.com/community/now-platform-articles/test-scheduled-jobs-and-fix-scripts-in-the-script-debugger/ta-p/2321945
Invoking "Execute Now" for Scheduled Jobs using Javascript
Comments
Post a Comment