Create Smart_Incident_Assignment.js

Smart Incident Assignment – Auto-Assign Incident to Idle Members

This server-side solution automatically assigns incidents containing keywords like “disaster” or “emergency” to idle members of a designated support group. It ensures workload is evenly distributed, prevents overloading specific team members, and maintains faster incident response. The assignment group is automatically set, and the system checks each member’s current open incidents before assigning, making the process efficient and balanced.

Author: iamshankha

Server-Side Components/Business Rules/Smart Incident Assignment – Auto-Assign Incident to Idle Members/Smart_Incident_Assignment.js

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+// ===============================================================
+// Smart Incident Assignment – Auto-Assign Incident to Idle Members
+// Purpose: Automatically assign disaster/emergency incidents to idle group members to ensure workload balance.
+// ===============================================================
+
+(function executeRule(current, previous /*null when async*/) {
+
+    // --- Step 1: Check if short description contains disaster or emergency ---
+    var desc = current.short_description.toLowerCase();
+    if (desc.indexOf("disaster") === -1 && desc.indexOf("emergency") === -1) {
+        return; // Exit if keywords are not present
+    }
+
+    // --- Step 2: Define the target assignment group ---
+    var groupName = "Support Group";   //group name as per the requirment
+    var groupGR = new GlideRecord('sys_user_group');
+    groupGR.addQuery('name', groupName);
+    groupGR.query();
+    if (!groupGR.next()) return; // Exit if group not found
+    var groupSysId = groupGR.sys_id;
+
+    // --- Step 3: Set the assignment group ---
+    current.assignment_group = groupSysId;
+
+    // --- Step 4: Get all active members of the group ---
+    var memberGR = new GlideRecord('sys_user_grmember');
+    memberGR.addQuery('group', groupSysId);
+    memberGR.query();
+
+    var availableMembers = [];
+    while (memberGR.next()) {
+        var userId = memberGR.user.sys_id;
+
+        // --- Step 5: Check if user already has an open incident ---
+        var incidentGR = new GlideRecord('incident');
+        incidentGR.addQuery('assigned_to', userId);
+        incidentGR.addQuery('state', '<', 7); // Excludes Closed/Resolved
+        incidentGR.query();
+
+        if (!incidentGR.hasNext()) {
+            availableMembers.push(userId); // Collect idle members
+        }
+    }
+
+    // --- Step 6: Assign incident to first available idle member ---
+    if (availableMembers.length > 0) {
+        current.assigned_to = availableMembers[0];
+    } else {
+        gs.addInfoMessage('All members of the Support Closed Group currently have active incidents.');
+    }
+
+})(current, previous);