Auto reassign incidents to group manager

Server-Side Components/Scheduled Jobs/Auto-Reassign Stale Incidents to Group Manager/README.md

@@ -0,0 +1,12 @@
+//Auto-Reassign Stale Incidents to Group Manager
+
+//Use Case:
+Automatically reassigns incidents that haven’t been updated for 15+ days to their Assignment group manager.
+
+//Logic :
+ Runs daily at midnight (12AM CST)
+ Finds all incidents with:
+ State = In Progress
+ No updates for 15 or more days.
+ Reassigns to the 'manager' of the assignment group.
+ Adds a system work note.

Server-Side Components/Scheduled Jobs/Auto-Reassign Stale Incidents to Group Manager/script.js

@@ -0,0 +1,17 @@
+var grInc = new GlideRecord('incident');
+grInc.addQuery('state', 2); // 2 = In Progress
+grInc.addQuery('sys_updated_on', '<=', gs.daysAgoStart(7));
+grInc.query();
+
+while (grInc.next()) {
+if (!grInc.assignment_group) 
+  continue;
+
+// Find the group manager
+var group = new GlideRecord('sys_user_group');
+if (group.get(grInc.assignment_group) && group.manager) {
+grInc.assigned_to = group.manager;
+grInc.work_notes = 'System: Reassigned to group manager : "+group.manager+"due to inactivity (15+ days).';
+grInc.update();
+}
+}