Auto assign incident based on keywords, ci, and department (#1946)

* script.js

* Readme.md

* Update script.js

Author: DhruvBhatheja

Server-Side Components/Business Rules/Auto-Assign Incident Based on Keywords, CI, and Department/Readme.md

@@ -0,0 +1,11 @@
+Auto-Assign Incident Based on Keywords, CI, and Department  using Before Insert Business Rule
+
+Automatically assigns incidents to the correct assignment group based on:
+
+1.Keywords in the short description.
+
+2.Configuration Item (CI) category.
+
+3.Caller’s department.
+
+Incidents should be routed automatically without manual intervention.

Server-Side Components/Business Rules/Auto-Assign Incident Based on Keywords, CI, and Department/script.js

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+//Before Insert Business Rule
+
+(function executeRule(current, previous) {
+
+    //  Keyword-based assignment
+    var shortDesc = current.short_description.toLowerCase();
+    if (shortDesc.includes("server down")) {
+        current.assignment_group = 'SERVER_SUPPORT_GROUP_SYS_ID';
+        return;
+    } else if (shortDesc.includes("email issue")) {
+        current.assignment_group = 'EMAIL_SUPPORT_GROUP_SYS_ID';
+        return;
+    }
+
+    //  CI-based assignment 
+    if (current.cmdb_ci) {
+        var ciGR = new GlideRecord('cmdb_ci');
+        if (ciGR.get(current.cmdb_ci)) {
+            if (ciGR.category == 'Database') {
+                current.assignment_group = 'DATABASE_SUPPORT_GROUP_SYS_ID';
+                return;
+            } else if (ciGR.category == 'Server') {
+                current.assignment_group = 'SERVER_SUPPORT_GROUP_SYS_ID';
+                return;
+            }
+        }
+    }
+
+    //  Department-based assignment
+    if (current.caller_id) {
+        var callerGR = new GlideRecord('sys_user');
+        if (callerGR.get(current.caller_id)) {
+            switch (callerGR.department.name) {
+                case 'IT':
+                    current.assignment_group = 'IT_SUPPORT_GROUP_SYS_ID';
+                    break;
+                case 'HR':
+                    current.assignment_group = 'HR_SUPPORT_GROUP_SYS_ID';
+                    break;
+                default:
+                    current.assignment_group = 'GENERAL_SUPPORT_GROUP_SYS_ID';
+            }
+        }
+    }
+
+})(current, previous);