Create EscalateIncidents.js

Escalate high priority incidents and automate notifications

Author: dvn-lazywinner

GlideRecord/EscalateInicidents/EscalateIncidents.js

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+// Hours - set hours in a system property, and call below function to escalate
+// Support it with the events and notifications
+
+function escalateHighPriorityCases(hours) {
+    var gr = new GlideRecord('incident');
+    gr.addQuery('priority', '1 - Critical');
+    gr.addQuery('opened_at', '<=', gs.hoursAgo(hours));
+    gr.query();
+    
+    while (gr.next()) {
+        gs.eventQueue('incident.escalation', gr, gr.assigned_to, 'Escalation triggered after ' + hours + ' hours.');
+    }
+}