Assign All the tasks and types of tickets to active user from inactive user

[Swathi Gade]

We need to get the inactive users and reassigns all their associated Incidents, Problems, Tasks, and Change Tickets to active users within the same group. Could someone help me with this

[Dr Atul G- LNG · Accepted solution]

Hi @Swathi Gade 

You can create a report on the TASK table with this condition, which will return all records where the assignment is inactive (active = false). You can use these records as a basis and manually assign them to the same group.

You can add filter task type =  Change or Problem or Incident

[Dr Atul G- LNG · Accepted solution]

Hi @Swathi Gade 

You can create a report on the TASK table with this condition, which will return all records where the assignment is inactive (active = false). You can use these records as a basis and manually assign them to the same group.

You can add filter task type =  Change or Problem or Incident

[Ankur Bawiskar · Accepted solution]

@Swathi Gade 

something like this in scheduled job or background script

But please test in DEV and then only migrate to next instance

(function() {
    // Query inactive users
    var inactiveUsers = new GlideRecord('sys_user');
    inactiveUsers.addQuery('active', false);
    inactiveUsers.query();

    while (inactiveUsers.next()) {
        var userId = inactiveUsers.sys_id;
        var userGroup = inactiveUsers.getValue('sys_user_group'); // Assuming the user has a group field

        // Query all active users in the same group
        var activeUsers = new GlideRecord('sys_user');
        activeUsers.addQuery('active', true);
        activeUsers.addQuery('sys_user_group', userGroup);
        activeUsers.query();

        if (activeUsers.next()) {
            var newAssignee = activeUsers.sys_id;

            // Reassign Incidents
            reassignRecords('incident', userId, newAssignee);

            // Reassign Problems
            reassignRecords('problem', userId, newAssignee);

            // Reassign Tasks
            reassignRecords('task', userId, newAssignee);

            // Reassign Change Tickets
            reassignRecords('change_request', userId, newAssignee);
        }
    }

    function reassignRecords(tableName, oldAssignee, newAssignee) {
        var gr = new GlideRecord(tableName);
        gr.addQuery('assigned_to', oldAssignee);
        gr.addQuery('active', true); // Only reassign active records
        gr.query();

        while (gr.next()) {
            gr.assigned_to = newAssignee;
            gr.update();
        }
    }
})();

If my response helped please mark it correct and close the thread so that it benefits future readers.