Incident escalation and notifications

Business Rules/Auto Incident Notification and Escalation/README.md

@@ -0,0 +1,11 @@
+# Complex Incident Escalation and Notification
+
+## Description
+This project demonstrates how to implement a complex Business Rule for incident escalation and notification in ServiceNow. The Business Rule escalates incidents based on priority and time elapsed since creation, notifies the assigned group and incident manager, reassigns the incident to a higher support group if the SLA is breached, and logs all actions taken for auditing purposes.
+
+## Features
+- Escalate incidents based on priority and time elapsed since creation.
+- Notify the assigned group and incident manager.
+- Automatically reassign incidents to a higher support group if the SLA is breached.
+- Log all actions taken by the Business Rule.
+

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

@@ -0,0 +1,35 @@
+// 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';
+
+    // Calculate time elapsed since incident creation
+    var timeElapsed = gs.dateDiff(current.getValue('sys_created_on'), gs.nowDateTime(), true);
+
+    // 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.');
+        }
+
+        // Log all actions taken
+        var logMessage = 'Incident escalated. Priority: ' + current.getValue('priority') + ', Assigned Group: ' + assignedGroup + ', Incident Manager: ' + incidentManager;
+        gs.log(logMessage, 'ComplexIncidentEscalation');
+    }
+})(current, previous);