How to route all orphaned tickets back to group.

[Kaleem Shaik]

Hi All,

How to route all orphaned tickets (assigned to groups / users who don't have roles) back to their original groups?

@Ankur Bawiskar @abirakundu23 

[Dr Atul G- LNG]

Hi @Kaleem Shaik 

I think best way is if it orphan assign to SD group so that team assign to rigtt team.

[Kaleem Shaik]

Hi @Dr Atul G- LNG 

Instead of assigning to SD group manually.

can we assign it to group by using script?

[siva krishna M2]

Hello @Kaleem Shaik ,

Try below after create/update business rule with condition assigned to is not empty and use below script for future incidents and use below script in fix script to route all current orphaned tickets(assigned to users

who don't have roles back to their original groups

var t = current.assigned_to;

var userrole = new GlideRecord('sys_user_has_role')

userrole.addQuery('user',t)

userrole.addQuery('role','sys_id of the role')// 

userrole.query()

if(!userrole.next())

{

current.assigned_to='';

current.setWorkflow(false);

current.update();

}

if it helps kindly click on helpful and mark it as accepted solution

[Kaleem Shaik]

Hi @siva krishna M2 

This above script is not working.