Update Incidents where the Assigned to is empty due to no On-Call person was Scheduled for the Assignment Group

[Mark Lanning]

Issue -

Due to the On-Call Calendar Schedule being setup for 8 to 4:30 with someone scheduled to assign a person to an Incident

The only option for the On-Call Rota is when an incident is create outside a schedule with no Assigned To is to update the Assignment Group and leave the Assigned to empty.

The On-Call Rota will not rerun again the next business day to find those incidents that came in after hours

So we are looking to create a Scheduled Job to run at 8:00 am to find any Active Incidents with the Assigned to is empty then update the Assigned to with the Current On-Call Person for that Assignment Group

Would have to Query the Incident and the cmn_rota Tables

From the Incident table would have to guery any active is true and assigned_to is empty incidents - Would think we want to return Number and Assignment Group

From the Rota cmn_rota table would need to query the matching assignment group then return the current on-call rota member

Would then need to have the current on-call rota member placed in the incident assigned to field

This in turn would update Incidents where the Assigned to was empty with the current On-Call person for that Assignment Group on the next business day.

And to add even more twist - Can it be scheduled to only occur Monday thru Friday would want to exclude weekends

Is this something that can be done?

Mark

[VaranAwesomenow]

Yes, it is,. let me know if any help with scripting is needed.

[Mark Lanning]

Yes Please !!!!!

And Thank You for your scripting help - still weak in this area, getting better, but weak lol

How close was I on finding the correct criteria on the issue?

Mark

[VaranAwesomenow]

The table name to fetch the oncall member is cmn_rota_member

How to schedule a scheduled job only on weekdays?

Following would be the scheduled job

Condition script

answer = script();

function script() {

returnFlag = false;

var gdt = new GlideDateTime();

var dow = gdt.getDayOfWeekLocalTime();

if (dow < 6) {

returnFlag = true;

}

return returnFlag;

}

Run this script:

assinOnCall() ;

function assinOnCall() {

var query = 'assigned_to=NULL';

var grInc = new GlideRecord('incident');

grInc.addEncodedQuery(query);

grInc.query();

while (grInc.next()) {

var group = grInc.assignment_group;

grInc.assigned_to = getOnCall(group);

grInc.update();

}

function getOnCall(groupId) {

var returnAssignee = '';

var query = 'roster.rota.group=' + groupId +'^roster.active=true^memberISNOTEMPTY';

var grRota = new GlideRecord('cmn_rota_member');

grRota.addEncodedQuery(query);

grRota.query();

if(grRota.next()) {

returnAssignee = grRota.member + '';

}

return returnAssignee;

}

}

Assumptions made, there would be only one active ROTA per group.

[Mark Lanning]

Anil,

In Testing the only Issue is it's not pulling the current on-call person - it is pulling a person and updating the Incident just not the correct person.

Any idea's?

Love the script this is going to help us greatly.

Thank You again

Mark