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

Mark Lanning · ‎02-02-2018

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

Mark Lanning · ‎02-08-2018

Anil,

You are awesome!

Thank You again for your Help.

Final Script that work great.

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();

}

return returnAssignee;

}

View solution in original post

Mark Lanning · ‎02-05-2018

Anil,

it's not pulling the getPrimaryUser - Records are not updating

Mark

VaranAwesomenow · ‎02-06-2018

Dear Mark,

I ran the script on my personal dev instance and I see that it is returning the assignee as you can see from below screenshot. Can you run this piece of code as a background script and check if it returns anything.

var groupId = 'sysid of the group';

var rota = new OnCallRotation() ;

gs.print(rota.getPrimaryUser(groupId));

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Mark Lanning · ‎02-07-2018

I return null

VaranAwesomenow · ‎02-07-2018

Do you see all these script includes.

Checkout Varan awesomenow youtube channel for more learning videos!

Mark Lanning · ‎02-07-2018

Yes - I have those

The Version I am using in my Personnel Instance is Kingston Patch1

I have created New Calendars with Groups and Triggers those are working to assign the primary User of the Group to a Incident.

I reran the script using one of the OOB Groups still received null

var groupId = '287ebd7da9fe198100f92cc8d1d2154e'; - This is the Network Group sysID

var rota = new OnCallRotation() ;

gs.print(rota.getPrimaryUser(groupId));