Incident Reassignment Tracker - Codesnippet

Server-Side Components/Background Scripts/Incident Reassignment Tracker/Incident Reassignment Tracker.js

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+(function() {
+    var MAX_REASSIGNMENTS = 5;
+    var flaggedIncidents = [];
+    var flaggedCount = 0;
+    var totalChecked = 0;
+    var incGR = new GlideRecord('incident');
+    incGR.addActiveQuery();
+    incGR.query();
+    while (incGR.next()) {
+        totalChecked++;
+        // Count how many times 'assigned_to' changed
+        var auditAgg = new GlideAggregate('sys_audit');
+        auditAgg.addQuery('documentkey', incGR.getUniqueValue());
+        auditAgg.addQuery('fieldname', 'assigned_to');
+        auditAgg.addAggregate('COUNT');
+        auditAgg.query();
+        var reassignmentCount = 0;
+        if (auditAgg.next()) {
+            reassignmentCount = parseInt(auditAgg.getAggregate('COUNT'), 10);
+        }
+        // Flag incidents exceeding threshold
+        if (reassignmentCount > MAX_REASSIGNMENTS) {
+            flaggedIncidents.push(incGR.getValue('number'));
+            flaggedCount++;
+        }
+    }
+    gs.info(' Checked: ' + totalChecked + ' | Flagged: ' + flaggedCount + ' | Threshold: ' + MAX_REASSIGNMENTS);
+    if (flaggedIncidents.length > 0)
+        gs.info(' Flagged Incidents: ' + flaggedIncidents.join(', '));
+    else
+        gs.info(' No incidents exceeded the reassignment threshold.');
+})();

Server-Side Components/Background Scripts/Incident Reassignment Tracker/README.md

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+Incident Reassignment Tracker
+Use Case - 
+In IT service management, incidents are sometimes reassigned multiple times before reaching the right technician.  
+This script helps identify incidents that have been **reassigned more than 5 times**, so managers can review the assignment process and reduce ticket bouncing.
+
+How It Works -
+1. Loops through all **active incidents**.
+2. Counts how many times the **`assigned_to`** field changed using the `sys_audit` table.
+3. Prints the incident numbers in the system logs if they exceed the threshold (5 reassignments by default).