ServiceNow code snippet

Scheduled job to auto-assign unassigned incidents

Author: keshava-palisetti

Server-Side Components/Scheduled Jobs/Auto-Assign Unassigned Incidents Older Than 30 Minutes/auto_assign_unassigned_incidents_via_scheduled_job.js

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+(function executeAutoAssignment() {
+    // --- CONFIGURABLE SETTINGS ---
+    var MINUTES_DELAY = 30;  // Only assign incidents older than this many minutes
+
+    // --- COMPUTE TIME CUTOFF ---
+    var cutoffTime = new GlideDateTime();
+    cutoffTime.addMinutes(-MINUTES_DELAY); // incidents created before this time are eligible
+
+    // --- QUERY: Find eligible unassigned incidents ---
+    var incGr = new GlideRecord('incident');
+    incGr.addNullQuery('assigned_to');                // incident not yet assigned
+    incGr.addNotNullQuery('assignment_group');        // has an assignment group
+    incGr.addQuery('sys_created_on', '<=', cutoffTime); // created at least 30 minutes ago
+    incGr.query();
+
+    var totalAssigned = 0;
+
+    // --- LOOP THROUGH EACH ELIGIBLE INCIDENT ---
+    while (incGr.next()) {
+        var groupSysId = incGr.assignment_group.toString();
+        if (!groupSysId) {
+            gs.info('[AutoAssign] Skipped ' + incGr.number + ': No assignment group defined.');
+            continue;
+        }
+
+        // --- FETCH ACTIVE USERS IN THAT ASSIGNMENT GROUP ---
+        var members = getActiveGroupMembers(groupSysId);
+
+        if (members.length === 0) {
+            gs.info('[AutoAssign] Skipped ' + incGr.number + ': No active users found in group ' + incGr.assignment_group.name);
+            continue;
+        }
+
+        // --- PICK A RANDOM USER ---
+        var assignedUser = getRandomElement(members);
+
+        // --- ASSIGN AND UPDATE ---
+        incGr.assigned_to = assignedUser;
+        incGr.update();
+
+        gs.info('[AutoAssign] Incident ' + incGr.number + ' assigned to user: ' + assignedUser);
+        totalAssigned++;
+    }
+
+    gs.info('[AutoAssign] Total incidents auto-assigned: ' + totalAssigned);
+
+    // -------------------------------------------------------------------
+    // --- HELPER FUNCTIONS ---
+    // -------------------------------------------------------------------
+
+    /**
+     * Fetches all active users in a given assignment group.
+     * @param {String} groupSysId - sys_id of assignment group
+     * @returns {Array} - Array of user sys_ids
+     */
+    function getActiveGroupMembers(groupSysId) {
+        var users = [];
+        var grMember = new GlideRecord('sys_user_grmember');
+        grMember.addQuery('group', groupSysId);
+        grMember.addJoinQuery('sys_user', 'user', 'sys_id');
+        grMember.addQuery('user.active', true);
+        grMember.query();
+
+        while (grMember.next()) {
+            users.push(grMember.user.toString());
+        }
+        return users;
+    }
+
+    /**
+     * Returns a random element from an array.
+     * @param {Array} arr
+     * @returns {*} Random element
+     */
+    function getRandomElement(arr) {
+        if (!arr || arr.length === 0) return null;
+        var index = Math.floor(Math.random() * arr.length);
+        return arr[index];
+    }
+
+})();
+