My objective:  Run a script every 24 hours on all incidents with a specific open task.

Issue: I have a test workflow setup to simulate my end goal.  The workflow has a User Task assigned to it.  Attached to that user task is a Timer Event, non-interrupting, set to run every 24 hours.  That timer event should trigger a script.  In the test scenario, I have created a script which just adds a note to the incident.  The script never runs and a note is never added to any incidents.  

I have reached out to IBM support, who confirmed it works the same on their end.  However, they will not confirm/deny if this is proper use of the Timer Event.  From that point, is there a way to run a script on all incidents every 24 hours without user interaction? We have thousands of incidents, so manually modifying every incident to trigger a rule/script is not really an option.  

Hi Ryan,

Timer events are intended to run only if the task is not completed within the timer event duration. So, in your case, if the task is not completed in 24 hours, the logic to add the incident note will run. This is a one-time event. If the task is completed within that timeframe, the normal workflow logic will continue.

Hope this helps,

Mark

Hi Mark,

Thank you for your reply.  The task remains open during testing and no modifications are made to the incident.  However, a note is still not added to the incident.  

Within the incident, the workflow shows as "running".  The Timer Event is also set to infinitely repeat until the completion of the task it is attached to and I have confirmed the script is linked to the Timer Event and not the task itself.  Any suggestions are appreciated!

All the best,