change state of incident

snowsid88 · 3 weeks ago

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 · 3 weeks ago

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.

View solution in original post

Bhuvan · 3 weeks ago

@snowsid88

Refer below for sample, fine tune the encoded query as per your requirements

var inc_record=new GlideRecord('incident');
inc_record.addEncodedQuery("caller_id=a9b3967483842210ce6dfb96feaad339^priority=5");
inc_record.query();
while(inc_record.next())
{
inc_record.state='6';
inc_record.impact='3';
inc_record.urgency='2';
inc_record.assignment_group='287ebd7da9fe198100f92cc8d1d2154e';
inc_record.close_code='Solution provided';
inc_record.close_notes='Resolved by Background Script';
inc_record.update();
}

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Bhuvan · 3 weeks ago

@snowsid88

Did you get a chance to review this ?

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Dr Atul G- LNG · 3 weeks ago

Hi @snowsid88

What is your use case here?
The priority is a combination of Impact and Urgency, and the property can be changed directly.

Also, why are you trying to set the Incident to Resolved while changing the priority from 5 to 4? That actually increases the priority, which doesn’t seem valid in this context.

It looks like this may not be a valid use case.

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Ankur Bawiskar · 3 weeks ago

@snowsid88

Is this a valid business requirement or it's for learning purpose?

You are marking INC to Resolve on Degrading the Priority and updating Assignment Group.

But why?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Bhimashankar H · 3 weeks ago

Hey @snowsid88 ,

I hope you saw my reply.

As per new community feature you can accept multiple responses as answers.
If my response points you in the right directions, please consider marking it as 'Helpful' & 'Accept as Answer'. It will help future readers as well having similar kind of questions.

Thanks,
Bhimashankar H