System Admin and Configuration

Get Involved. Join the Conversation.

Topic

    Jepee Celorico
    Automatically Update Status using Business rules or any ruleAnswered
    Topic posted April 25, 2018 by Jepee CeloricoSilver Medal: 2,000+ Points 
    103 Views, 3 Comments
    Title:
    Automatically Update Status using Business rules or any rule
    Content:

    Hi Guys,

    Could we have a rule set, that in case of having the status “Planning”, after 7 days of the assigned status, if no manual change is performed on the incident, the status will be changed automatically into “Solved” ? Is this possible on the OSC? Thank you in advance.

    Version:
    May 2017 , 17D

    Best Comment

    Dev Aditya

    Hi Jepee,

    I guess you are using 'Plannig' custom status. If yes, change  the status type to 'Waiting' and then set 'CI_HOURS'  config setting to '168' i.e. 24*7. If you want your business days also to be considered, make the required changes in 'CI_WAITING_CALC_DAYS' config settings.

    If you want to go with rules only, Gursimran has explained you very well. :)

     

    -Dev

    Comment

     

    • Gursimran Singh Saini

      Hi,

      There is a standard configuration setting which automatically closes Incidents after some days. But that configuration setting works on all Waiting Statuses.

      If you want auto-close to work on 'Planning' Status only, then you can do this with Escalation Rules.

      Rule 1:
      IF Incident.Status = Planning and Incident.Escalation Level = Unspecified
      Then Escalate
      "Closed Planning Incidents"
      +7 days Relative to Date Last Updated

      Rule 2:
      IF Incident.Escalation Level = "Closed Planning Incidents" and Incident.Previous Escalation Level = Unspecified
      Then Incident.Status = Closed and transition Incident to Closed State.

    • Dev Aditya

      Hi Jepee,

      I guess you are using 'Plannig' custom status. If yes, change  the status type to 'Waiting' and then set 'CI_HOURS'  config setting to '168' i.e. 24*7. If you want your business days also to be considered, make the required changes in 'CI_WAITING_CALC_DAYS' config settings.

      If you want to go with rules only, Gursimran has explained you very well. :)

       

      -Dev

    • Jepee Celorico

      Thanks Dev and GS, Got it now working. You guys rock! :)