change state of incident

[snowsid88]

write a back ground script to set incident to resolve state while change priority to 5 to 4 and set assignment group to “network” in ServiceNow

[M Iftikhar · Accepted solution]

Hi @snowsid88,

You can achieve this using a background script in System Definition → Scripts – Background. The script below updates all incidents with priority 5, sets them to Resolved, changes priority to 4, and assigns them to the Network group:

(function() {
 
    var gr = new GlideRecord('incident');
    gr.addQuery('priority', 5);
    gr.query();

 
    var groupGR = new GlideRecord('sys_user_group');
    groupGR.addQuery('name', 'Network');
    groupGR.query();
    if (!groupGR.next()) {
        gs.print('Assignment group "Network" not found!');
        return;
    }
    var networkGroupSysId = groupGR.sys_id.toString();

 
    while (gr.next()) {
        gr.priority = 4;
        gr.assignment_group = networkGroupSysId;
        gr.state = 6; // Resolved
        gr.update();
        gs.print('Updated incident: ' + gr.number);
    }

    gs.print('Script execution completed.');
})();

Thanks & Regards, 
Muhammad Iftikhar 

If my response helped, please mark it as the accepted solution so others can benefit as well. 

[GlideFather]

Hi @snowsid88,

Priority is calculated as per values in Impact and Urgency, so in your code update the two fields instead of Priority as it is auto-calculated...

Remove:

gr.priority = 4;

and replace it with:

gr.urgency = 2;
gr.impact = 3;

//or

gr.urgency = 3;
gr.impact = 2;

Note: also, "gr" is also not recommended variable name but it's not for scope of this question ;))

[GlideFather]

@snowsid88 

and also when you Resolve an incident, Close code and notes are mandatory:

so add:

gr.close_notes = 'Closed by a script';
gr.close_code = 'Solution provided';

[Bhimashankar H]

Hi @snowsid88 ,

Use below working code and ensure the you have added the correct filter on incident table. In script it is processing Active incident record with priority=5.

// Bulk update active Incidents: priority 5 -> 4, set Resolved, assign to "Network"
(function() {
  // Look up the "Network" group sys_id once
  var networkGroupId = '';
  var grp = new GlideRecord('sys_user_group');
  grp.addQuery('name', 'Network');         // adjust name if different or you can directly give the sys_id of your network group to above networkGroupId variable
  grp.addActiveQuery();
  grp.setLimit(1);
  grp.query();
  if (grp.next()) {
    networkGroupId = grp.getUniqueValue();
  } else {
    gs.error('Assignment group "Network" not found or inactive. Aborting.');
    return;
  }


  var inc = new GlideRecord('incident');
   inc.addActiveQuery();                    // only active
   inc.addQuery('priority', '5');           // current priority is 5
  // Set desired values before updateMultiple()
  //inc.setValue('priority', '4'); //Directly it won't work
  inc.setValue('impact','2');
  inc.setValue('urgency','3');          // change priority 5 -> 4
  inc.setValue('incident_state', '6');     // 6 is  Resolved
  inc.setValue('state', '6');              // keep in sync, helpful in some UIs
  inc.setValue('assignment_group', networkGroupId);

  // Optional: populate required resolution fields to satisfy business rules
  inc.setValue('close_code', 'Solved (Work Around)');
  inc.setValue('close_notes', 'Bulk auto-resolve on priority change 5→4.');

  // Optional safety: prevent workflows/notifications for mass change
  // inc.setWorkflow(false);
  // inc.autoSysFields(false); // if not wanting sys_updated_* to change

  var updated = inc.updateMultiple();      // applies to all records matching the query
  gs.info('Incidents updated (priority 5→4, resolved, assigned to Network): ' + updated);
})();

Thanks,
Bhimashankar H

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