Update incident_notification.js

Author: MYaswanth28

Business Rules/Auto Incident Notification and Escalation/incident_notification.js

@@ -1,35 +1,51 @@
 // Business Rule: Complex Incident Escalation
-// Escalate incidents based on priority and time elapsed since creation.
-// Notify the assigned group and incident manager.
-(function executeRule(current, previous /*null when async*/) {
-    // Constants
-    var ESCALATION_THRESHOLD_HOURS = 4;
-    var SLA_BREACH_THRESHOLD_HOURS = 8;
-    var HIGHER_SUPPORT_GROUP = 'High Priority Support';
+// Escalates incidents based on priority and elapsed time since creation. 
+// Notifies the assigned group and incident manager, reassigns the incident if SLA is breached, and logs all actions.
 
-    // Calculate time elapsed since incident creation
-    var timeElapsed = gs.dateDiff(current.getValue('sys_created_on'), gs.nowDateTime(), true);
+(function executeRule(current, previous /* null when async */) {
+    const ESCALATION_THRESHOLD_HOURS = 4;
+    const SLA_BREACH_THRESHOLD_HOURS = 8;
+    const HIGHER_SUPPORT_GROUP_ID = gs.getProperty('esc.incident.higher_support_group', '');
 
-    // Check if the incident is unresolved and time elapsed exceeds the escalation threshold
-    if (current.getValue('state') != 6 && timeElapsed > ESCALATION_THRESHOLD_HOURS * 3600) {
-        // Escalate the incident by updating its priority
-        current.setValue('priority', Math.max(1, current.getValue('priority') - 1));
-        gs.addInfoMessage('Incident priority has been escalated.');
-
-        // Notify the assigned group and incident manager
-        var assignedGroup = current.getValue('assignment_group');
-        var incidentManager = current.getValue('u_incident_manager');
-        gs.eventQueue('incident.escalation.notification', current, assignedGroup, incidentManager);
-
-        // Check if the SLA is breached
-        if (timeElapsed > SLA_BREACH_THRESHOLD_HOURS * 3600) {
-            // Reassign the incident to a higher support group
-            current.setValue('assignment_group', HIGHER_SUPPORT_GROUP);
-            gs.addInfoMessage('Incident has been reassigned to a higher support group due to SLA breach.');
+    if (!HIGHER_SUPPORT_GROUP_ID) {
+        gs.error('Higher Support Group sys_id not defined. Please configure esc.incident.higher_support_group.');
+        return;
+    }
+    const timeElapsedInHours = parseInt(gs.dateDiff(current.getValue('sys_created_on'), gs.nowDateTime(), true)) / 3600;
+    if (isEscalationNeeded(current, timeElapsedInHours)) {
+        escalateIncidentPriority(current);
+        notifyAssignedGroupAndManager(current);
+        if (isSLABreached(timeElapsedInHours)) {
+            reassignToHigherSupportGroup(current, HIGHER_SUPPORT_GROUP_ID);
         }
 
-        // Log all actions taken
-        var logMessage = 'Incident escalated. Priority: ' + current.getValue('priority') + ', Assigned Group: ' + assignedGroup + ', Incident Manager: ' + incidentManager;
+        logEscalationActions(current);
+    }
+    function isEscalationNeeded(incident, timeElapsed) {
+        return incident.getValue('state') != 6 && timeElapsed > ESCALATION_THRESHOLD_HOURS;
+    }
+    function escalateIncidentPriority(incident) {
+        const newPriority = Math.max(1, incident.getValue('priority') - 1);
+        incident.setValue('priority', newPriority);
+        gs.addInfoMessage('Incident priority has been escalated to ' + newPriority + '.');
+    }
+    function notifyAssignedGroupAndManager(incident) {
+        const assignedGroup = incident.getValue('assignment_group');
+        const incidentManager = incident.getValue('u_incident_manager');
+        gs.eventQueue('incident.escalation.notification', incident, assignedGroup, incidentManager);
+    }
+    function isSLABreached(timeElapsed) {
+        return timeElapsed > SLA_BREACH_THRESHOLD_HOURS;
+    }
+    function reassignToHigherSupportGroup(incident, groupId) {
+        incident.setValue('assignment_group', groupId);
+        gs.addInfoMessage('Incident reassigned to a higher support group due to SLA breach.');
+    }
+    function logEscalationActions(incident) {
+        const logMessage = 'Incident escalated. Priority: ' + incident.getValue('priority') + 
+                           ', Assigned Group: ' + incident.getValue('assignment_group') + 
+                           ', Incident Manager: ' + incident.getValue('u_incident_manager');
         gs.log(logMessage, 'ComplexIncidentEscalation');
     }
+
 })(current, previous);