I am facing an issue with the following scheduled script execution code, where it runs fine for one case record but fails for other records. When I run the same script for the failing case record, it works fine. Failing means the script will move the cases that are in the 'Awaiting Info' state for more than 5 business days to the 'Resolved state'. Instead of moving after 5 days, it moved it within the 16 hours after the case was moved to 'Awaiting Info'.

It seems the following line does not work properly:

"var dueDate = schedule.add(sinceGdt, duration);"

Code:

// ============================================================= // Auto-Resolve "Awaiting Info" Cases After 5 Business Days // Using 9-hour business day logic and schedule-based time // NO timezone override, runs daily at 00:00 // ============================================================= var LOG = '[AutoResolve Awaiting Info] '; // ================================ // Load system properties (OOB pattern) // ================================ var scheduleID = gs.getProperty('csm.schedule.auto.close'); var testerSupport = gs.getProperty('csm.tester.support.group'); var testerSupportCE = gs.getProperty('csm.tester.support.group.ce'); var testerSupportIP = gs.getProperty('csm.tester.support.group.in.person'); var envAdmins = gs.getProperty('csm.env.admin.group'); // Validate schedule ID before continuing if (!scheduleID) gs.error(LOG + 'System property csm.schedule.auto.close is not set. Job will continue but cannot resolve cases.'); // ================================ // Build list of the FOUR tester groups // Only these groups are processed. // ================================ var testerGroups = []; if (testerSupport) testerGroups.push(testerSupport); if (testerSupportCE) testerGroups.push(testerSupportCE); if (testerSupportIP) testerGroups.push(testerSupportIP); if (envAdmins) testerGroups.push(envAdmins); // ================================ // Load schedule once (best practice) // Do NOT set timezone in script. // ================================ var schedule = new GlideSchedule(); schedule.load(scheduleID); // ================================ // PRECOMPUTE DURATION (moved outside loop) // 5 business days × 9 working hours → 45 working hours // Converted to milliseconds → GlideDuration // ================================ var days = 5; var hours = 9; var totalMs = days * hours * 60 * 60 * 1000; var duration = new GlideDuration(totalMs); // ================================ // Query cases in Awaiting Info (state=18) // Only active cases with a timestamp // ================================ var gr = new GlideRecord('sn_customerservice_case'); gr.addQuery('state', 18); // Awaiting Info gr.addQuery('active', true); gr.addNotNullQuery('u_awaiting_info_since'); // Must have tracking timestamp gr.query(); var now = new GlideDateTime(); // Current UTC time var processed = 0; var resolvedCount = 0; // ================================ // Resolution Notes Template // "{name}" dynamically replaced with consumer display name // ================================ /*var resolutionTemplate = "Hello {name},\n\n" + "We haven't heard back from you since our last reply, so we are now resolving this case due to inactivity.\n" + "If you still require assistance, please simply reply to this email! Replying will automatically reopen the case, and we will be happy to resume helping you.\n\n"; "Thank you!\n" + "uTest Support Team";*/ // ================================ // MAIN PROCESSING LOOP // ================================ while (gr.next()) { processed++; var groupId = String(gr.assignment_group); // Skip cases NOT belonging to the four tester groups var isTesterGroup = testerGroups.indexOf(groupId) !== -1; if (!isTesterGroup) continue; // Timestamp when case entered "Awaiting Info" var sinceValue = gr.getValue('u_awaiting_info_since'); var sinceGdt = new GlideDateTime(sinceValue); // Compute due date based on schedule (respects holidays & working hours) var dueDate = schedule.add(sinceGdt, duration); // If due date has passed (or equals now) → auto-resolve if (dueDate.before(now) || dueDate.equals(now)) { // Set Resolution Code (choice value "8") gr.setValue('resolution_code', '8'); // Personalize message using consumer's display name //var consumerName = gr.consumer ? gr.consumer.getDisplayValue() : "Tester"; //var notes = resolutionTemplate.replace("{name}", consumerName); var notes = "We haven't heard back from you since our last reply, so we are now resolving this case due to inactivity.\n" + "If you still require assistance, please simply reply to this email! Replying will automatically reopen the case, and we will be happy to resume helping you.\n\n"; gr.setValue('close_notes', notes); // Move state to Resolved (6) // OOB BR mark_resolved will update resolved_by and resolved_at gr.setValue('state', 6); // Add audit trail //gr.work_notes = '[AutoResolve] Case auto-resolved after 5 business days of no response.'; gr.update(); resolvedCount++; } } // Summary for system logs gs.info(LOG + 'Execution complete. Processed=' + processed + ', Auto-resolved=' + resolvedCount);