If ticket is assigned to inactive user, push the ticket back to open

[Nihad]

Hi,

If ticket is assigned to inactive user, push the ticket back to open / new state , remove the assigned to user, add a work note stating assigned to is inactive hence assigned back to the assignment group (Incident and Request)

How to achieve this ?

Regards

[maroon_byte]

I think I spoke too early because I was assuming the departed employee is a technician but depending upon the employee hierarchy, many things would be involved and this should be part of employee offboarding process. This article would help to understand the areas that you may need to focus:

https://www.servicenow.com/community/itsm-forum/what-do-you-do-when-an-user-leaves-the-company/m-p/6...

[Nihad]

Hi @Community Alums 

Can you elaborate more !

[Community Alums]

Hi @Nihad ,

So if the user is inactive in the system, then automatically the tickets won't be assigned to that user.

Now, if your requirement is to reassign the incidents which was previously assigned to that inactive user to someone else with state open then it makes sense.

Refer to this Script :https://www.servicenow.com/community/developer-forum/inactive-user-automation-2/m-p/1719666