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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
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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.
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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
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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
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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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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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