I need to create a BR or Work flow

[MoeG82]

I need to be able to send out emails to the assigned user from the incident table. The assignment group is anything BUT Service Desk and there has been no updated activity to the ticket in 3 days. This will serve as a reminder for them but I am unsure on the script and I have been hearing different ways to accomplish this. Some say a work flow, some says a BR or scheduled job. Any suggestion will do. Thanks

[Sumanth16]

Hi @MoeG82 ,

Create scheduled job which runs daily.

try this script below; you will have to iterate over all problem records

that could be a limitation

var problem= new GlideRecord('problem');
problem.addActiveQuery();//update your query
problem.query();

while(problem.next()){

var updatedTime = problem.sys_updated_on;

var days = 3;

var dur = new GlideDuration(60*60*24*days*1000);

// paste the sys_id of the 8*5 weekday schedule excluding holidays and weekends

var schedule = new GlideSchedule('090eecae0a0a0b260077e1dfa71da828'); 

var finalTime = schedule.add(updatedTime, dur,'');

var updatedGdt = new GlideDateTime(updatedTime);

var finalTimeGdt = new GlideDateTime(finalTime);

// if the date/time after adding 5 business days is greater than updated time

if(finalTimeGdt > updatedGdt){
gs.eventQueue('my.event', current, gr.assigned_to);
}

}

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Thanks & Regards,

Sumanth Meda

[Soni Tushar]

Hello @MoeG82 ,

Try with this Scheduled Job --

(function executeRule() {
    var gr = new GlideRecord('incident');
    gr.addEncodedQuery('assignment_group!=YOUR_SERVICE_DESK_GROUP_SYS_ID^sys_updated_on<javascript&colon;
gs.daysAgo(3)^active=true');
    gr.query();
    
    while (gr.next()) {
        // Prepare and send email
        var mail = new GlideEmailOutbound();
        mail.setSubject("Reminder: Your Incident Requires Attention");
        mail.setBody("Dear " + gr.assigned_to.name + ",<br><br>Your incident with number " + gr.number +                         " has not been updated for 3 days. Please review and take necessary actions.<br><br>Thank you.");
        mail.setTo(gr.assigned_to.email);
        mail.send();
    }
});

/* Note: Assignment Group Filter: Replace YOUR_SERVICE_DESK_GROUP_SYS_ID with the actual sys_id of the  
   "Service Desk" assignment group. */

If you found my response helpful, please consider marking it as "Helpful" or "Accept Solution." Thank you!

[MoeG82]

Thank you. Which sys ID am I getting? Is it the sys ID from the incident table as a whole? The parameters are any group other than the Service Desk and we have a few of them.

[Soni Tushar]

@MoeG82 ,

In the GlideRecord query you're using, YOUR_SERVICE_DESK_GROUP_SYS_ID should be replaced with the Sys ID of the Service Desk group you want to exclude from the results. This is the Sys ID of the group from the sys_user_group table, not from the incident table.

Query Explanation ---

assignment_group!=YOUR_SERVICE_DESK_GROUP_SYS_ID:  This part of the query selects incidents where the assignment_group is not equal to the specified Service Desk group’s Sys ID.

sys_updated_on<javascript&colon;gs.daysAgo(3):  This part selects incidents that were last updated more than 3 days ago.

active=true:  This ensures that only active incidents are considered.

If you found my response helpful, please consider marking it as "Helpful" or "Accept Solution." Thank you!

[MoeG82]

line 4 keeps getting an error:

 gs.daysAgo(3) ^ active = true ');