Batch Reopen Stale Resolved Incidents

(function() {

  // Configuration
  var config = {
    resolvedState: '6',              // Resolved state value
    reopenState: '2',                // State to reopen to (In Progress)
    staleDays: 14,                   // Days after resolution before reopening
    runAsSystem: true,              // Execute as system user
    notifyAssignees: true,           // Send notification to assigned users
    logToAudit: true,               // Create audit records for reopened incidents
    limit: 1000                     // Safety limit
  };

  // Optional: Exclude certain assignment groups from reopening
  var excludedGroups = [
    'System Administration',
    'Retired Records'
  ];

  // Calculate the cutoff date
  var cutoffDate = new GlideDateTime();
  cutoffDate.addDaysLocalTime(-config.staleDays);

  // Build the query
  var gr = new GlideRecord('incident');
  gr.addQuery('state', config.resolvedState);
  gr.addQuery('sys_updated_on', '<', cutoffDate);
  gr.addQuery('active', 'true');

  // Exclude specific groups if configured
  if (excludedGroups.length > 0) {
    var excludedGroupIds = [];
    var grGroup = new GlideRecord('sys_user_group');
    grGroup.addQuery('name', 'IN', excludedGroups.join(','));
    grGroup.query();
    while (grGroup.next()) {
      excludedGroupIds.push(grGroup.sys_id.toString());
    }
    if (excludedGroupIds.length > 0) {
      gr.addQuery('assignment_group', 'NOT IN', excludedGroupIds.join(','));
    }
  }

  gr.setLimit(config.limit);
  gr.query();

  var count = 0;
  var errors = 0;

  while (gr.next()) {
    try {
      // Log current state before change
      var oldState = gr.state.getDisplayValue();
      var oldActive = gr.active.toString();

      // Reopen the incident
      gr.state = config.reopenState;
      gr.active = true;
      gr.work_notes = 'Automatically reopened by fix script: resolved ' +
                     config.staleDays + ' days ago without being closed. ' +
                     'Previous state: ' + oldState;

      gr.update();
      count++;

      // Optional notification
      if (config.notifyAssignees && gr.assigned_to.nil() === false) {
        var notify = new global.utils.NotificationHelper();
        if (notify && notify.notifyUser) {
          notify.notifyUser(gr.assigned_to, 'incident_reopened', gr);
        }
      }

      // Optional audit log
      if (config.logToAudit) {
        var audit = new GlideRecord('sys_audit');
        audit.initialize();
        audit.documentkey = gr.sys_id;
        audit.table_name = 'incident';
        audit.field_label = 'State';  // Approximate
        audit.setValue('new_value', config.reopenState);
        audit.setValue('old_value', config.resolvedState);
        audit.setValue('sys_created_by', 'system');
        audit.insert();
      }

      gs.info('Reopened stale incident: ' + gr.number);

    } catch (e) {
      errors++;
      gs.error('Failed to reopen incident ' + gr.number + ': ' + e.message);
    }
  }

  gs.info('Fix Script Complete: Reopened ' + count + ' stale incidents. Errors: ' + errors);
  gs.info('Run date: ' + new GlideDateTime().getDisplayValue() +
           ', Stale threshold: ' + config.staleDays + ' days');

})();