script.js

Author: Indra-kolge

Server-Side Components/Scheduled Jobs/Auto-Reassign Stale Incidents to Group Manager/script.js

@@ -0,0 +1,17 @@
+var grInc = new GlideRecord('incident');
+grInc.addQuery('state', 2); // 2 = In Progress
+grInc.addQuery('sys_updated_on', '<=', gs.daysAgoStart(7));
+grInc.query();
+
+while (grInc.next()) {
+if (!grInc.assignment_group) 
+  continue;
+
+// Find the group manager
+var group = new GlideRecord('sys_user_group');
+if (group.get(grInc.assignment_group) && group.manager) {
+grInc.assigned_to = group.manager;
+grInc.work_notes = 'System: Reassigned to group manager : "+group.manager+"due to inactivity (15+ days).';
+grInc.update();
+}
+}