README.md

Author: trimbakeshmadhan-109

Core ServiceNow APIs/GlideAggregate/Find Oldest Open Incidents per Group/README.md

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+ServiceNow Script: Find Oldest Open Incidents per Group
+This script leverages GlideAggregate to efficiently find the oldest active incident for each assignment group. This is a powerful tool for monitoring and reporting on potential service level agreement (SLA) risks and improving incident management processes.
+Overview
+The script performs the following actions:
+Initializes GlideAggregate: Creates an aggregate query on the incident table.
+Filters Active Incidents: Uses addActiveQuery() to restrict the search to only open (active) incidents.
+Aggregates by Minimum Date: Finds the minimum (MIN) opened_at date, which represents the oldest record.
+Groups by Assignment Group: Groups the results by the assignment_group to get a separate result for each team.
+Iterates and Logs: Loops through the query results and logs the assignment group and the opening date of its oldest open incident.
+How to use
+This script is intended to be used in a server-side context within a ServiceNow instance. Common use cases include:
+Scheduled Job: Run this script on a regular schedule (e.g., daily) to generate a report on aging incidents.
+Script Include: Incorporate the logic into a reusable function within a Script Include, allowing other scripts to call it.
+Fix Script: Execute the script as a one-off task to perform an analysis.
+Script
+javascript
+(function findOldestIncidents() {
+    var ga = new GlideAggregate('incident');
+    ga.addActiveQuery();
+    ga.addAggregate('MIN', 'opened_at');
+    ga.groupBy('assignment_group');
+    ga.query();
+
+    while (ga.next()) {
+        var group = ga.assignment_group.getDisplayValue();
+        var oldestIncidentDate = ga.getAggregate('MIN', 'opened_at');
+        gs.info("Oldest open incident for " + group + " was created on: " + oldestIncidentDate);
+    }
+})();
+Use code with caution.
+
+Installation
+As a Scheduled Job
+Navigate to System Definition > Scheduled Jobs.
+Click New and select Automatically run a script of your choosing.
+Name the job (e.g., Find Oldest Open Incidents).
+Set your desired frequency and time.
+Paste the script into the Run this script field.
+Save and activate the job.
+As a Script Include
+Navigate to System Definition > Script Includes.
+Click New.
+Name it (e.g., IncidentHelper).
+API Name: global.IncidentHelper
+Script:
+javascript
+var IncidentHelper = Class.create();
+IncidentHelper.prototype = {
+    initialize: function() {
+    },
+
+    findOldestIncidents: function() {
+        var ga = new GlideAggregate('incident');
+        ga.addActiveQuery();
+        ga.addAggregate('MIN', 'opened_at');
+        ga.groupBy('assignment_group');
+        ga.query();
+
+        var results = [];
+        while (ga.next()) {
+            var group = ga.assignment_group.getDisplayValue();
+            var oldestIncidentDate = ga.getAggregate('MIN', 'opened_at');
+            results.push({
+                group: group,
+                oldestIncidentDate: oldestIncidentDate
+            });
+        }
+        return results;
+    },
+
+    type: 'IncidentHelper'
+};
+Use code with caution.
+
+You can then call this function from other scripts. For example:
+javascript
+var helper = new IncidentHelper();
+var incidents = helper.findOldestIncidents();
+for (var i = 0; i < incidents.length; i++) {
+    gs.info("Oldest open incident for " + incidents[i].group + " was created on: " + incidents[i].oldestIncidentDate);
+}
+Use code with caution.
+
+Customization
+Change the output: Modify the gs.info() line to instead write to a custom log, send an email, or create a report.
+Refine the query: Add more addQuery() statements to filter incidents by other criteria, such as priority or category.
+Change the aggregate: Use MAX instead of MIN to find the newest incident in each group.
+Get incident details: To get the actual incident record (e.g., its number), you would need to perform a secondary GlideRecord query based on the aggregated data.
+Dependencies
+This script uses standard ServiceNow APIs (GlideAggregate, gs). No external libraries are required.