Code snippet branch

Server-Side Components/Business Rules/AutoCloseResolveCases/AutoCloseResolveCases.js

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+// Auto Close Incidents after 7 days in Resolved state
+(function() {
+    var grInc = new GlideRecord('incident');
+    grInc.addQuery('state', '6'); // 6 = Resolved
+    grInc.addQuery('resolved_at', '<=', gs.daysAgoStart(7));
+    grInc.query();
+
+    while (grInc.next()) {
+        grInc.state = 7; // 7 = Closed
+        grInc.close_notes = 'Automatically closed after 7 days of resolution.';
+        grInc.update();
+      //  gs.info('Closed Incident: ' + gr.number);
+    }
+})();

Server-Side Components/Business Rules/AutoCloseResolveCases/README.md

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+# Auto-Close Resolved Incidents After 7 Days
+
+Table: Incident
+When: Before
+Condition: State is Resolved and resolved_at older than 7 days.
+This script automatically closes any Incident that has been in a "Resolved" state for 7 days.
+
+// Use Case : 
+Keeps your Incident queue clean and ensures SLA metrics stay accurate.
+
+// How :
+Queries incident table.
+Finds records with state = Resolved and resolved_at older than 7 days.
+Changes state to Closed.

Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/RestrictSystemCommentsOnTaskMetric.js

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+//Table: Task Metric Reporting Table.
+//When to run:Before update
+//Conditions: Updated by is system
+
+//Script
+(function executeRule(current, previous /null when async/ ) {
+
+    var caseSysid = current.u_task_number.sys_id;
+    var grCase = new GlideRecord('sn_customerservice_case');
+    if (grCase.get(caseSysid)) {
+        var latestEntry = grCase.comments.getJournalEntry(1).toString();
+        var latestWorknote = grCase.work_notes.getJournalEntry(1).toString();
+        if (latestEntry.includes('System') || latestWorknote.includes('System')) {
+            current.setAbortAction(true);
+        }
+    }