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]

Dear Mark,

Glad it was helpful.

I believe we need to make use of order field on the rota member table to pick up the correct member

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.orderBy('order'); // Member with lowest order is the one that is oncall.

grRota.query();

if(grRota.next()) {

returnAssignee = grRota.member + '';

}

return returnAssignee;

}

}

[Mark Lanning]

negative experience the same results

If we use Order then we would also have to use the Start Date of the Schedule

The rotation order will begin from the start date it was created

Found this script in the On-Call:Assign Workflow the Trigger Rules will use, would we now be able to use the bottom part of this script with your script?

gs.include("OnCallRotation");

//Get the assignment group from the input variable

//Assign the incident to right on-call resource

var rota = new OnCallRotation();

rota.who(workflow.inputs.assignment_group + '');

var currentOnCall = rota.getPrimaryUser();

workflow.scratchpad.assignment_group_id = workflow.inputs.assignment_group;

workflow.scratchpad.current_on_call_id = currentOnCall;

//Only assign if there is someone is on_call & assigned_to is empty

if(currentOnCall && current.assigned_to.nil()) {

current.assigned_to = currentOnCall;

current.comments = gs.getMessage("Incident assigned based on current on-call resource");

current.update();

}

Mark

[VaranAwesomenow]

You are correct, we can use the method getPrimaryUser(); So if I merge this with the original script, it would look like below.

/*var rota = new OnCallRotation();

rota.who(group);

var currentOnCall = rota.getPrimaryUser(); */

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 rota = new OnCallRotation();

rota.who(groupId);

var returnAssignee = rota.getPrimaryUser();

}

return returnAssignee;

}

}

[Mark Lanning]

Anti,

Going backwards - stopped working - there was two error from last script, did I do something wrong?

var returnAssignee = rota.getPrimaryUser();   - 'returnAssignee' is already defined so I removed var

}

return returnAssignee;

}

}   Unrecoverable syntax error - had a extra I removed it.

This is the Script I tried to run, did I break it?.

var rota = new OnCallRotation();

rota.who(group);

var currentOnCall = rota.getPrimaryUser();

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 rota = new OnCallRotation();

rota.who(groupId);

returnAssignee = rota.getPrimaryUser();

current.comments = gs.getMessage("This Incident assigned to was empty based on current on-call resource");

}

return returnAssignee;

}

[VaranAwesomenow]

Dear Mark,

Sorry I didnt test my code. Now I tested it. Condition script would remain the same as earlier. The 'run this script' would be below

assinOnCall() ;

function assinOnCall() {

var query = 'assignment_groupISNOTEMPTY^assigned_toISEMPTY';

var grInc = new GlideRecord('incident');

grInc.addEncodedQuery(query);

grInc.query();

while (grInc.next()) {

var group = grInc.assignment_group.sys_id + '';

var assigned_to = getOnCall(group) + '';

if(assigned_to != '') {

grInc.assigned_to = assigned_to;

grInc.update();

}

}

}

function getOnCall(groupId) {

var returnAssignee = '';

var rota = new OnCallRotation() ;

var hasRota = rota.who(groupId) + '';

if(hasRota == 'true') {

returnAssignee = rota.getPrimaryUser(groupId);

}

return returnAssignee;

}