i'm writing a business rule when a user is inactive then all the incidents under his name should be reassigned to his group manager and donno where i am going wrong. Please help me out.

Nagendra11 · ‎09-08-2018

i am trying to write a business rule suppose if the user becomes inactive reassign all his incidents to his group manager.

After (Update)

Active changes to false :

(function executeRule(current, previous /*null when async*/) {

var inc =new GlideRecord('incident');
var user = current.sys_id;

inc.addQuery('assigned_to',user);
//inc.addQuery('assignment_group',group);
gs.logs('#000');
inc.query();

while(inc.next()){
var aa = new GlideRecord('sys_user_group');
var man = user.sys_user_group.manager;
aa.addQuery('User',user);
gs.logs('#002');
aa.query();

while(aa.next()){
inc.assigned_to = man;
inc.update();

}
}

})(current, previous);

Please help me out. let me know where i am going wrong or if the whole thing is wrong.

Jim Coyne · ‎09-10-2018

Try this out:

(function executeRule(current, previous /*null when async*/) {
  var user = current.getValue("sys_id");  //should usually use a string version of the data
  var inc = new GlideRecord("incident");
  //added extra filter so closed/cancelled records are not re-assigned
  inc.addEncodedQuery("active=true^assigned_to=" + user);
  inc.query();
  while(inc.next()){
    manager = inc.assignment_group.manager.toString();
    if (manager){
      inc.assigned_to = manager;
    } else {
      inc.assigned_to = "";
    }
    inc.update();
  }
})(current, previous);

This will set the "Assigned to" field to the current Assignment group's Manager. If there is no Manager, will simply clear the Assigned to field. You would have to deal with that somehow.

View solution in original post

Pradeep Sharma · ‎09-10-2018

Hello Nagendra,

Should the Incident be assigned to respective assignment group Manager? If not what should be the behaviour if user is part of multiple groups

-Pradeep Sharma

Nagendra11 · ‎09-10-2018

Hello Pradeep,

Yes, the incidents should be assigned to respective assignment group manager.

Pradeep Sharma · ‎09-10-2018

Thanks for the update Nagendra. In that case, the script shared by Jim should work.

Thanks,

Pradeep Sharma

Nagendra11 · ‎09-24-2018

Hello Pradeep,

i have been going through all the docs for bidirectional integration from SN instance A to B and got nothing from it. if you dont mind can you please help me with this please?