𝐒𝐜𝐞𝐧𝐚𝐫𝐢𝐨 𝐛𝐚𝐬𝐞𝐝 𝐪𝐮𝐞𝐬𝐭𝐢𝐨𝐧 PART 1

🎓 Scenario-Based Question

Q1: How can you display inactive incidents only to ITIL Admins and hide them from all other users?

Answer:

📌 Purpose: Restrict access to inactive incidents only for users with the itil_admin role.

✅ Result: Only ITIL Admins can view inactive incidents; all other users won’t see them in lists, reports, or queries.

📌 Purpose: Dynamically filter out inactive incidents for non-admins using scripting.

🧰 Script Example:

// Table: incident
if (!gs.hasRole('itil_admin')) {
  current.addQuery('active', true);
}

Explanation:
This script adds a filter to the query so that only active incidents are shown unless the user has the itil_admin role.

✅ Result: Clean and dynamic approach that works behind the scenes.

2️⃣ Method 2: Use a Before Query Business Rule

• Use Query Business Rule if you want better performance and centralized logic.
• Use ACLs for fine-grained security enforcement.

Q2: Write a background script to count incidents for which SLA has been breached?

Answer:

Here’s a clean and efficient background script to count breached SLAs for incidents using GlideAggregate:

var slaBreached = 0;
var slaGr = new GlideAggregate("task_sla");

// 𝐐𝐮𝐞𝐫𝐲 𝐟𝐨𝐫 𝐛𝐫𝐞𝐚𝐜𝐡𝐞𝐝 𝐒𝐋𝐀𝐬 𝐫𝐞𝐥𝐚𝐭𝐞𝐝 𝐭𝐨 𝐢𝐧𝐜𝐢𝐝𝐞𝐧𝐭𝐬
slaGr.addQuery("task.sys_class_name", "incident");
slaGr.addQuery("has_breached", true);
slaGr.addAggregate("COUNT");
slaGr.query();

// 𝐅𝐞𝐭𝐜𝐡 𝐭𝐡𝐞 𝐜𝐨𝐮𝐧𝐭 𝐝𝐢𝐫𝐞𝐜𝐭𝐥𝐲 𝐰𝐢𝐭𝐡𝐨𝐮𝐭 𝐥𝐨𝐨𝐩𝐢𝐧𝐠
if (slaGr.next()) {
  slaBreached = slaGr.getAggregate("COUNT");
}

// 𝐏𝐫𝐢𝐧𝐭 𝐭𝐡𝐞 𝐫𝐞𝐬𝐮𝐥𝐭
gs.print("Count of incidents with breached SLAs: " + slaBreached);

🔍 Explanation:

• 🔹 Filters for task.sys_class_name = incident to ensure only Incident SLAs are included.
• 🔹 has_breached = true to select only breached SLA records.
• 🔹 Uses GlideAggregate for performance, returning the count directly.