ServiceNow Incident Auto-Reassignment to Active Manager Hierarchy

[NegiSNOW]

How can I write a ServiceNow script to check whether incidents are assigned to active users, and if the assigned user is inactive, automatically reassign the incident to that user’s manager? If the manager is also inactive, how can the script continue moving up the management hierarchy (up to four levels) until it finds an active manager to assign the incident to?

[BharatC · Accepted solution]

Hello @NegiSNOW 

You can create scheduled job script and apply below script

(function() {

    // Query incidents assigned to inactive users

    var inc = new GlideRecord('incident');

    inc.addActiveQuery();

    inc.addNotNullQuery('assigned_to');

    inc.query();

    while (inc.next()) {

        var user = inc.assigned_to.getRefRecord();

        // If assigned user is inactive

        if (!user.active) {

            var manager = user.manager;

            var level = 0;

            var maxLevels = 4;

            var foundActiveManager = false;

            while (manager && level < maxLevels) {

                var mgr = manager.getRefRecord();

                if (mgr.active) {

                    // Reassign incident

                    inc.assigned_to = mgr.sys_id;

                    inc.work_notes = "Auto-reassigned because original assignee was inactive.";

                    inc.update();

                    foundActiveManager = true;

                    break;

                }

                // Move up hierarchy

                manager = mgr.manager;

                level++;

            }

            if (!foundActiveManager) {

                gs.log("No active manager found within 4 levels for incident " + inc.number);

            }

        }

    }

})();

Please mark this response as Helpful & accept it as solution if it assisted you with your question.

Regards

[Tanushree Maiti]

Hi NegiSNOW,

You can write an after/update business rule on user table . Do recursive call  to continue moving up management hierarchy.  This is just a sample code. (not tested)

condition: active changes to false

Script: 

function activeAssignedTo(current.sys_id);

var count =0;

function activeAssignedTo (UserID)

{

var gr = new GlideRecord('incident');

gr.addQuery('active', true);

gr.addQuery('assigned_to.sys_id', ''+UserID);

gr.setWorkflow(false);//use it if you do not need any other BRs to trigger

gr.query();

while(gr.next())

{

if (current.manager.active && count <4){

gr.assigned_to=current.manager;

gr.update();}

else

{

activeAssignedTo(current.manager);

count= count+1;

}

}

}

[BharatC · Accepted solution]

Hello @NegiSNOW 

You can create scheduled job script and apply below script

(function() {

    // Query incidents assigned to inactive users

    var inc = new GlideRecord('incident');

    inc.addActiveQuery();

    inc.addNotNullQuery('assigned_to');

    inc.query();

    while (inc.next()) {

        var user = inc.assigned_to.getRefRecord();

        // If assigned user is inactive

        if (!user.active) {

            var manager = user.manager;

            var level = 0;

            var maxLevels = 4;

            var foundActiveManager = false;

            while (manager && level < maxLevels) {

                var mgr = manager.getRefRecord();

                if (mgr.active) {

                    // Reassign incident

                    inc.assigned_to = mgr.sys_id;

                    inc.work_notes = "Auto-reassigned because original assignee was inactive.";

                    inc.update();

                    foundActiveManager = true;

                    break;

                }

                // Move up hierarchy

                manager = mgr.manager;

                level++;

            }

            if (!foundActiveManager) {

                gs.log("No active manager found within 4 levels for incident " + inc.number);

            }

        }

    }

})();

Please mark this response as Helpful & accept it as solution if it assisted you with your question.

Regards

[VaishnaviK3009 · Accepted solution]

Hi @NegiSNOW !!

You can achieve this using a Before Business Rule on the Incident table.

• Table: Incident

• When: Before

• Insert: ✔

• Update: ✔

• (Optional condition: Assigned To changes)

(function executeRule(current, previous) {

    if (!current.assigned_to) {
        return;
    }

    var userGR = new GlideRecord('sys_user');
    if (!userGR.get(current.assigned_to)) {
        return;
    }

    // If assigned user is active, no action needed
    if (userGR.active) {
        return;
    }

    var manager = userGR.manager;
    var level = 0;
    var maxLevels = 4;

    while (manager && level < maxLevels) {

        var managerGR = new GlideRecord('sys_user');
        if (!managerGR.get(manager)) {
            break;
        }

        if (managerGR.active) {
            current.assigned_to = managerGR.sys_id;
            break;
        }

        manager = managerGR.manager;
        level++;
    }

})(current, previous);

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant