Scenario-Based Questions PART 32

🎓 Scenario-Based Question

📌 Use Case: Get the Count of Incidents with Breached SLA

This use case demonstrates how to use GlideAggregate to find the number of incidents whose associated SLAs have been breached.

🛠 Steps to Implement:

1. Identify the Data Source
   • Table: task_sla
   • Filter: task.sys_class_name = "incident" and has_breached = true
2. Write the Script
   • Use GlideAggregate to group and count results efficiently

   var breachedSLA = 0;
   var slaGR = new GlideAggregate("task_sla");
   slaGR.addQuery("task.sys_class_name", "incident"); 
   slaGR.addQuery("has_breached", true);
   slaGR.addAggregate("COUNT");
   slaGR.query();
   
   if (slaGR.next()) {
       breachedSLA = slaGR.getAggregate("COUNT");
   }
   gs.print("Count of incidents with breached SLAs: " + breachedSLA);
         

3. Run & Verify
   • Execute in Background Scripts or scheduled script execution
   • Check system logs for the printed count

💡 Pro Tip:

• GlideAggregate is preferred over GlideRecord when you only need counts or summaries — it’s faster and uses less memory.
• You can extend this query to group by priority, assignment group, or SLA definition for deeper reporting.