create incident when mid server fails

[BanuMahalakshmi]

Hi,

Please let me know correction in the script, I want to Run a scheduled job every 1 hour to check mid server status.

If any of the mid servers has been stopped for 6 hours, open incident.
Open one incident per mid server when down (if open incident, do not open another).

gr = new GlideRecord('ecc_agent');
gr.addQuery('statusSTARTSWITHDown');
gr.addQuery('last_refreshed', '<', gs.nowDateTime());
gr.query();
while (gr.next()) {
createIncident();
}

function createIncident() {
var inc = new GlideRecord('incident');
inc.addEncodedQuery("active=true^sys_created_onONToday@javascript&colon;gs.beginningOfToday()@javascript&colon;gs.endOfToday()^short_descriptionSTARTSWITHMid Server status is Down on");
inc.query();
if (!(inc.hasNext())) {
var incGr = new GlideRecord("incident");
incGr.initialize();
incGr.state = 1;
incGr.urgency = 2;
incGr.contact_type = 'self-service';
incGr.caller_id = "6816f79cc0a8016401c5a33be04be441";
incGr.short_description = "Mid Server status is Down on " + gs.nowDateTime() + ".";
incGr.insert();
}
}

[AnveshKumar M · Accepted solution]

Hi @BanuMahalakshmi ,

You can utilize the following script to create Incidents for the Individual MID Servers whenever they are down for last 6 hours and more.

var eccGr = new GlideRecord('ecc_agent');
eccGr.addEncodedQuery('status=Down^stoppedRELATIVELT@hour@ago@6');
eccGr.query();
while (eccGr.next()) {
	var mid_server_name = eccGr.getValue('name');
	var stopped_at = eccGr.getValue('stopped');
	createIncident(mid_server_name, stopped_at);
}


function createIncident(mid_server_name, stopped_at) {
	var short_description = "Mid Server: " + mid_server_name + " status is Down since " + stopped_at;
	
	var incGr = new GlideRecord('incident');
	incGr.addEncodedQuery("short_descriptionSTARTSWITHMid Server: " + mid_server_name + " status is Down since^stateNOT IN6,7,8^active=true");
	incGr.query();
	
	if (incGr._next()) {
		incGr.work_notes = "This MID Server is still down";
		incGr.update();
	} else {
		incGr.initialize();
		incGr.state = 1;
		incGr.impact = 2;
		incGr.urgency = 2;
		incGr.contact_type = 'self-service';
		incGr.caller_id = "6816f79cc0a8016401c5a33be04be441";
		incGr.short_description = short_description;
		incGr.insert();
	}
}

If you want to auto resolve the incidents, if they are back online use the following script.

var eccGr = new GlideRecord('ecc_agent');
eccGr.addEncodedQuery('status=Down^stoppedRELATIVELT@hour@ago@6');
eccGr.query();
while (eccGr.next()) {
	var mid_server_name = eccGr.getValue('name');
	var stopped_at = eccGr.getValue('stopped');
	createIncident(mid_server_name, stopped_at);
}

var eccGrUp = new GlideRecord('ecc_agent');
eccGrUp.addEncodedQuery('status=Up');
eccGrUp.query();
while (eccGrUp.next()) {
	var mid_server_name = eccGrUp.getValue('name');
	var started_at = eccGrUp.getValue('started');
	resolveIncident(mid_server_name, started_at);
}


function createIncident(mid_server_name, stopped_at) {
	var short_description = "Mid Server: " + mid_server_name + " status is Down since " + stopped_at;
	
	var incGr = new GlideRecord('incident');
	incGr.addEncodedQuery("short_descriptionSTARTSWITHMid Server: " + mid_server_name + " status is Down since^stateNOT IN6,7,8^active=true");
	incGr.query();
	
	if (incGr._next()) {
		incGr.work_notes = "This MID Server is still down";
		incGr.update();
	} else {
		incGr.initialize();
		incGr.state = 1;
		incGr.impact = 2;
		incGr.urgency = 2;
		incGr.contact_type = 'self-service';
		incGr.caller_id = "6816f79cc0a8016401c5a33be04be441";
		incGr.short_description = short_description;
		incGr.insert();
	}
}

function resolveIncident(mid_server_name, started_at) {
	
	var incGr = new GlideRecord('incident');
	incGr.addEncodedQuery("short_descriptionSTARTSWITHMid Server: " + mid_server_name + " status is Down since^stateNOT IN6,7,8^active=true");
	incGr.query();
	
	if (incGr._next()) {
		incGr.state = 6;
		incGr.work_notes = "This MID Server is back online at " + started_at;
		incGr.comments = "This MID Server is back online at " + started_at;
		incGr.close_code = "Resolved by caller";
		incGr.close_notes = "This MID Server is back online at " + started_at;
		incGr.update();
	}
}

Please mark my answer helpful and accept as a solution if it helped 👍✔️

[SunilKumar_P]

Hi @BanuMahalakshmi, Can you try the below script?

var grEccAgent = new GlideRecord('ecc_agent');
grEccAgent.addEncodedQuery("status=Down^last_refreshedRELATIVELT@hour@ago@6");
grEccAgent.query();
while (grEccAgent.next()) {
    createIncident();
}


function createIncident() {
    var grInc = new GlideRecord('incident');
    grInc.addEncodedQuery("active=true^sys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()^short_descriptionSTARTSWITHMid Server status is Down on");
    grInc.query();
    if (!(grInc.hasNext())) {
        var grInc = new GlideRecord("incident");
        grInc.initialize();
        grInc.state = 1;
        grInc.urgency = 2;
        grInc.contact_type = 'self-service';
        grInc.caller_id = "6816f79cc0a8016401c5a33be04be441";
        grInc.short_description = "Mid Server status is Down on " + gs.nowDateTime() + ".";
        grInc.insert();
    }
}

Regards,

Sunil