From f575a5107277e582e84659fe173011edafcdf287 Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Tue, 14 Oct 2025 16:53:14 +0530 Subject: [PATCH 01/10] IncidentCount.js --- .../IncidentCount.js | 15 +++++++++++++++ 1 file changed, 15 insertions(+) create mode 100644 Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js diff --git a/Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js b/Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js new file mode 100644 index 0000000000..e6b1b099c1 --- /dev/null +++ b/Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js @@ -0,0 +1,15 @@ +(function() { + var priorities = {}; + var agg = new GlideAggregate('incident'); + agg.addAggregate('COUNT'); + agg.groupBy('priority'); + agg.query(); + while (agg.next()) { + var priority = agg.getDisplayValue('priority') || 'No Priority Set'; + var count = agg.getAggregate('COUNT'); + priorities[priority] = parseInt(count, 10); + } + for (var priority in priorities) { + gs.info('Priority: ' + priority + ' | Count: ' + priorities[priority]); + } +})(); From fb7b64d0aa74a0852bc5cc2e2cc1a5fee6d35a5a Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Tue, 14 Oct 2025 16:54:04 +0530 Subject: [PATCH 02/10] README.md --- .../Get incident count based on priority/README.md | 1 + 1 file changed, 1 insertion(+) create mode 100644 Server-Side Components/Background Scripts/Get incident count based on priority/README.md diff --git a/Server-Side Components/Background Scripts/Get incident count based on priority/README.md b/Server-Side Components/Background Scripts/Get incident count based on priority/README.md new file mode 100644 index 0000000000..cce3e61a7e --- /dev/null +++ b/Server-Side Components/Background Scripts/Get incident count based on priority/README.md @@ -0,0 +1 @@ +//To get the incident count based on priority. From bdc8165915b6144345ee00bd0a9155e0a0831744 Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Tue, 14 Oct 2025 17:24:25 +0530 Subject: [PATCH 03/10] RestrictSystemCommentsOnTaskMetric.js --- .../RestrictSystemCommentsOnTaskMetric.js | 16 ++++++++++++++++ 1 file changed, 16 insertions(+) create mode 100644 Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/RestrictSystemCommentsOnTaskMetric.js diff --git a/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/RestrictSystemCommentsOnTaskMetric.js b/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/RestrictSystemCommentsOnTaskMetric.js new file mode 100644 index 0000000000..db015a7322 --- /dev/null +++ b/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/RestrictSystemCommentsOnTaskMetric.js @@ -0,0 +1,16 @@ +//Table: Task Metric Reporting Table. +//When to run:Before update +//Conditions: Updated by is system + +//Script +(function executeRule(current, previous /null when async/ ) { + + var caseSysid = current.u_task_number.sys_id; + var grCase = new GlideRecord('sn_customerservice_case'); + if (grCase.get(caseSysid)) { + var latestEntry = grCase.comments.getJournalEntry(1).toString(); + var latestWorknote = grCase.work_notes.getJournalEntry(1).toString(); + if (latestEntry.includes('System') || latestWorknote.includes('System')) { + current.setAbortAction(true); + } + } From 3c9d40657f618e9e54d1aaa3a865748da8f33e7e Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Tue, 14 Oct 2025 17:25:04 +0530 Subject: [PATCH 04/10] Create README.md --- .../README.md | 1 + 1 file changed, 1 insertion(+) create mode 100644 Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md diff --git a/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md b/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md new file mode 100644 index 0000000000..3a3490e7b5 --- /dev/null +++ b/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md @@ -0,0 +1 @@ +//Restrict System Generated Comments from Updating Task metric reporting table record. From f912e7ac8d2cd8fafbd7be4c7671fcf2f572d18e Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Tue, 14 Oct 2025 17:28:17 +0530 Subject: [PATCH 05/10] README.md --- .../README.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md b/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md index 3a3490e7b5..e2f58c5a08 100644 --- a/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md +++ b/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md @@ -1 +1 @@ -//Restrict System Generated Comments from Updating Task metric reporting table record. +//Restrict System Generated Comments from Updating ITIL Metrics on the task metric reporting table. From f83d3661465a5a8ed458e6c592673cf4185aa6e9 Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Fri, 17 Oct 2025 14:59:51 +0530 Subject: [PATCH 06/10] AutoCloseResolveCases.js --- .../AutoCloseResolveCases/AutoCloseResolveCases.js | 14 ++++++++++++++ 1 file changed, 14 insertions(+) create mode 100644 Server-Side Components/Business Rules/AutoCloseResolveCases/AutoCloseResolveCases.js diff --git a/Server-Side Components/Business Rules/AutoCloseResolveCases/AutoCloseResolveCases.js b/Server-Side Components/Business Rules/AutoCloseResolveCases/AutoCloseResolveCases.js new file mode 100644 index 0000000000..7604e9111a --- /dev/null +++ b/Server-Side Components/Business Rules/AutoCloseResolveCases/AutoCloseResolveCases.js @@ -0,0 +1,14 @@ +// Auto Close Incidents after 7 days in Resolved state +(function() { + var grInc = new GlideRecord('incident'); + grInc.addQuery('state', '6'); // 6 = Resolved + grInc.addQuery('resolved_at', '<=', gs.daysAgoStart(7)); + grInc.query(); + + while (grInc.next()) { + grInc.state = 7; // 7 = Closed + grInc.close_notes = 'Automatically closed after 7 days of resolution.'; + grInc.update(); + // gs.info('Closed Incident: ' + gr.number); + } +})(); From 691152f08fb06ac3ee434415d209bbd975c0d9ab Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Fri, 17 Oct 2025 15:03:56 +0530 Subject: [PATCH 07/10] README.md --- .../Business Rules/AutoCloseResolveCases/README.md | 14 ++++++++++++++ 1 file changed, 14 insertions(+) create mode 100644 Server-Side Components/Business Rules/AutoCloseResolveCases/README.md diff --git a/Server-Side Components/Business Rules/AutoCloseResolveCases/README.md b/Server-Side Components/Business Rules/AutoCloseResolveCases/README.md new file mode 100644 index 0000000000..36587a810d --- /dev/null +++ b/Server-Side Components/Business Rules/AutoCloseResolveCases/README.md @@ -0,0 +1,14 @@ +# Auto-Close Resolved Incidents After 7 Days + +Table: Incident +When: Before +Condition: State is Resolved and resolved_at older than 7 days. +This script automatically closes any Incident that has been in a "Resolved" state for 7 days. + +// Use Case : +Keeps your Incident queue clean and ensures SLA metrics stay accurate. + +// How : +Queries incident table. +Finds records with state = Resolved and resolved_at older than 7 days. +Changes state to Closed. From 11debe8b6e0d57cfa55ef4f2f9d773c8c7c3e6b9 Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Fri, 17 Oct 2025 15:17:27 +0530 Subject: [PATCH 08/10] Delete Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md --- .../README.md | 1 - 1 file changed, 1 deletion(-) delete mode 100644 Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md diff --git a/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md b/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md deleted file mode 100644 index e2f58c5a08..0000000000 --- a/Server-Side Components/Business Rules/Restrict System Generated Comments from Updating ITIL Metrics/README.md +++ /dev/null @@ -1 +0,0 @@ -//Restrict System Generated Comments from Updating ITIL Metrics on the task metric reporting table. From f1f36ff20f798786a5df27a62fb478eadf3d49d0 Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Fri, 17 Oct 2025 15:18:28 +0530 Subject: [PATCH 09/10] Delete Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js --- .../IncidentCount.js | 15 --------------- 1 file changed, 15 deletions(-) delete mode 100644 Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js diff --git a/Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js b/Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js deleted file mode 100644 index e6b1b099c1..0000000000 --- a/Server-Side Components/Background Scripts/Get incident count based on priority/IncidentCount.js +++ /dev/null @@ -1,15 +0,0 @@ -(function() { - var priorities = {}; - var agg = new GlideAggregate('incident'); - agg.addAggregate('COUNT'); - agg.groupBy('priority'); - agg.query(); - while (agg.next()) { - var priority = agg.getDisplayValue('priority') || 'No Priority Set'; - var count = agg.getAggregate('COUNT'); - priorities[priority] = parseInt(count, 10); - } - for (var priority in priorities) { - gs.info('Priority: ' + priority + ' | Count: ' + priorities[priority]); - } -})(); From 7afeebf56dead804841ffc5267531df2f3d2bb0a Mon Sep 17 00:00:00 2001 From: Indra-kolge <123245160+Indra-kolge@users.noreply.github.com> Date: Fri, 17 Oct 2025 15:21:07 +0530 Subject: [PATCH 10/10] Delete Server-Side Components/Background Scripts/Get incident count based on priority/README.md --- .../Get incident count based on priority/README.md | 1 - 1 file changed, 1 deletion(-) delete mode 100644 Server-Side Components/Background Scripts/Get incident count based on priority/README.md diff --git a/Server-Side Components/Background Scripts/Get incident count based on priority/README.md b/Server-Side Components/Background Scripts/Get incident count based on priority/README.md deleted file mode 100644 index cce3e61a7e..0000000000 --- a/Server-Side Components/Background Scripts/Get incident count based on priority/README.md +++ /dev/null @@ -1 +0,0 @@ -//To get the incident count based on priority.