Auto Resolve Incidents

[Rick Kenny1]

What is the best way to "Auto Resolve" Incidents that have been submitted.   There is currently an inbound email action that auto generates an Incidents and uses the auto-assignment rule for assigning, however, based on certain assignment groups, would like to auto resolve incident those certain groups.   Attempted to use a business rule to no success.  

Any recommendations would be greatly appreciated.   Currently have the "autoclose" running that marks all resolved incidents closed - but need to find the best way to auto resolve incidents from this inbound email action for certain groups only.  

[Pradeep Sharma]

Hi Richard,

Here is the sample script. You have to just adjust this script addQuery and setValues as per your req.

updateIncidnet();


function updateIncidnet() {
   var gr = new GlideRecord('incident'); // I believe that's the table
   gr.addQuery('state', 2);
   gr.query();
   while (gr.next()) {
   gr.state = 6;
   gr.update();
   }


}

With the help of Encoded query you can copy the filter and adjust it as part of your addQuery in script.

Encoded Query Strings - ServiceNow Wiki

[Chuck Tomasi · Accepted solution]

Hi Richard,

Here's a start at the untested script. There's quite a bit of looking up for sys_ids and choice list values for your script, but the guts are pretty much the same.

(function () {

    var inc = new GlideRecord('incident');

        inc.addQuery('short_description', 'Accel Ops'); // update to your proper short description

        inc.addQuery('assignment_group', 'sys_id_of_assignment_group'); // use proper sys_id

        inc.addActveQuery();   // active=true

        inc.addQuery('state', 1); // I believe that's the value for New

        inc.addNullQuery('assigned_to');

        inc.query();

        while (inc.next()) {

                  inc.assigned_to = 'sys_id_of_accel_ops';

                  inc.resolved_by = 'sys_id_of_accel_ops';

                  inc.close_notes = 'Your close notes here';

                  inc.closure_code = 5; // Use the right value of Access Denied

                  inc.state = 6; // resolved

                  inc.incident_state = 6; // resolved

                  inc.update();

        }

})();

[Rick Kenny1]

Thank you Chuck and Pradeep - this will get us off on the right foot.   Awesome service - support !!!!