Create WorkLoad_Balancer.js

Author: koratalas

Server-Side Components/Business Rules/Auto-Assign Tickets based on workload/WorkLoad_Balancer.js

@@ -0,0 +1,42 @@
+(function executeRule(current, previous /*null when async*/) {
+
+	// Add your code here
+	if (!current.assignment_group || current.assigned_to)
+        return;
+
+    var userWorkload = {};
+    var grp = current.assignment_group;
+    var grMember = new GlideRecord('sys_user_grmember');
+    grMember.addQuery('group', grp);
+    grMember.query();
+    while (grMember.next()) {
+        var userId = grMember.user.toString();
+        var inc = new GlideAggregate('incident');
+        inc.addAggregate('COUNT');
+        inc.addQuery('assigned_to', userId);
+        inc.addQuery('state', 'NOT IN', '6,7'); // not resolved or closed
+        inc.query();
+
+        if (inc.next()) {
+            userWorkload[userId] = parseInt(inc.getAggregate('COUNT'), 10);
+        } else {
+            userWorkload[userId] = 0;
+        }
+    }
+
+    // Find user with minimum workload
+    var minUser = null;
+    var minCount = Number.MAX_VALUE;
+    for (var u in userWorkload) {
+        if (userWorkload[u] < minCount) {
+            minCount = userWorkload[u];
+            minUser = u;
+        }
+    }
+
+    if (minUser) {
+        current.assigned_to = minUser;
+        gs.info('Auto-assigned incident to user: ' + minUser);
+    }
+
+})(current, previous);