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Autoclose Interaction after the Incident related closes automatically

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Frequent Advisor

Autoclose Interaction after the Incident related closes automatically

Hi Dear,

 

I have a little issue.


I created a script when a Incident is open with 5 days and problem.status="Pending Customer". It closes automatically.
But the Interaction, which is related with this Incident, no closes automatically.

 

There is some solution to this?

 

Regards,

6 REPLIES
Honored Contributor Honored Contributor

Re: Autoclose Interaction after the Incident related closes automatically

Hi,

To close the related interaction to you have to alter you script accordingly. You have to fined the related interactions by querying screlation table and then close them too.
Number of threads on forum for the same,use logic as shown in below thread,
http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Auto-an-interaction/m-p/4796157#M54751

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Auto-clousre-of-related-tickets/m-p/5207611#M68774

for RAd script,
http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Autoresolve-of-Interactions/m-p/5591897#M88648

hth,
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Frequent Advisor

Hi, Piku   I tried it, through JS but it didn't work. Loo...

Hi, Piku

 

I tried it, through JS but it didn't work.
Look, when the incident closes, this process is automatically after 5 days in incidents with problem.status = "Pending Customer". I made it in "schedule" that calls a script and it do this process. But this work is not did in Interaction related, the Interaction didn't close.

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Honored Contributor

Re: Hi, Piku I tried it, through JS but it didn't work. Loo...

Make sure the JavaScript uses doAction("close") to close the Incident ticket. The OOB work-flow will automatically create a schedule record to update/close the related Interactions. Using this method, it is not necessary to check the screlation file or iterate thru related records in the JavaScript.

Frequent Advisor

Hi -m-,   Thanks for your reply...   So, I made this func...

Hi -m-,

 

Thanks for your reply...

 

So, I made this functionality in Script Panel Definition (scripts).

Look in my attachment because there is a example what I made! So, this form, I don't know how to work with doAction() because it just accept in JS.

There is some way work with Action in Script Panel Definition?

 

Thanks so much!

Honored Contributor Honored Contributor

Re: Hi -m-,   Thanks for your reply...   So, I made this func...

Hi,

Here in this script you have to query the related interaction and then perform the actions.
You have o use the logic like in below thread,
http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Autoresolve-of-Interactions/m-p/5591897#M88648

hth,
____________________________________
Assign Kudo, if found post useful and mark it accepted if solves the issue.
Frequent Advisor

Hi, Piku   I made a adaptation in this script and now it'...

Hi, Piku

 

I made a adaptation in this script and now it's working very well...

 

Thanks a lot, my friend!