Improve incident handling (#1515)

* script.js

* readme.md

* script.js

Author: shreyawani98

GlideAggregate/Improve incident handling/readme.md

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+Suppose you want to gather data about incident resolution in your system. 
+Specifically, you need to find the total number of incidents, the average time to resolution (in hours), and the number of incidents per assignment group. 
+This information can help analyze the efficiency of different groups and improve incident handling.
+
+Below are the added Aggregations:
+
+inc.addAggregate('COUNT') gets the total count of resolved incidents.
+inc.addAggregate('AVG', 'calendar_duration') calculates the average calendar duration for incident resolution (measured in hours).
+inc.addAggregate('COUNT', 'assignment_group') counts incidents per assignment group, and ga.groupBy('assignment_group') groups the result by assignment group to produce totals per group.
+
+Result:
+- It fetches total counts, average resolution time, and group-specific counts.
+- Logs the total number of resolved incidents and the average resolution time.
+- For each assignment group, it logs the group’s sys_id and the corresponding incident count.
+
+Benefits of Using GlideAggregate:
+- Reduces the number of queries and records you need to process, as it performs calculations at the database level.
+- Works well with large datasets, making it suitable for summary reports and dashboards.
+- Allows grouping and multiple aggregations (e.g., AVG, COUNT, MIN, MAX) on various fields in a single query.
+  
+This GlideAggregate example provides a consolidated view of incident resolution statistics, which can aid in optimizing group efficiency and improving response times.

GlideAggregate/Improve incident handling/script.js

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+// Create a GlideAggregate instance for the Incident table
+var inc = new GlideAggregate('incident');
+
+// Filter for resolved incidents only
+inc.addQuery('state', 6); 
+
+// Add aggregations
+inc.addAggregate('COUNT');                    // Total number of incidents
+inc.addAggregate('AVG', 'calendar_duration'); // Average resolution time in hours
+inc.addAggregate('COUNT', 'assignment_group'); // Count of incidents per assignment group
+inc.groupBy('assignment_group'); // Group by assignment group to get the count per group
+inc.query();
+
+var totalIncidents = 0;
+var averageResolution = 0;
+var results = [];
+
+while (inc.next()) {
+    totalIncidents = inc.getAggregate('COUNT');
+    averageResolution = inc.getAggregate('AVG', 'calendar_duration');
+
+    // Get assignment group and incident count per group
+    var groupSysId = inc.assignment_group.toString();
+    var groupIncidentCount = inc.getAggregate('COUNT', 'assignment_group');
+
+    results.push({
+        groupSysId: groupSysId,
+        groupIncidentCount: groupIncidentCount
+    });
+}
+
+// Display results in logs
+gs.info("Total Resolved Incidents are: " + totalIncidents);
+gs.info("Average Resolution Time (hours) is: " + averageResolution);
+
+results.forEach(function(result) {
+    gs.info("Assignment Group: " + result.groupSysId + " | Incident Count: " + result.groupIncidentCount);
+});