snow-flow/src/templates/patterns/composite.incident-management.template.json

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{
  "type": "composite",
  "name": "Incident Management System Template",
  "description": "Complete incident management system with dashboard, workflows, and automation",
  "category": "patterns/composite",
  "artifacts": [
    {
      "type": "widget",
      "template": "patterns/widget.dashboard",
      "variables": {
        "WIDGET_NAME": "incident_dashboard",
        "WIDGET_TITLE": "Incident Management Dashboard",
        "WIDGET_DESCRIPTION": "Real-time incident tracking and analytics",
        "TABLE_NAME": "incident"
      }
    },
    {
      "type": "widget",
      "template": "patterns/widget.datatable",
      "variables": {
        "WIDGET_NAME": "incident_list",
        "WIDGET_TITLE": "Active Incidents",
        "WIDGET_DESCRIPTION": "Interactive list of active incidents",
        "TABLE_NAME": "incident",
        "ENABLE_INLINE_EDIT": "true"
      }
    },
    {
      "type": "flow",
      "template": "patterns/flow.approval",
      "variables": {
        "FLOW_NAME": "incident_escalation",
        "FLOW_DESCRIPTION": "Automatic incident escalation based on priority and age",
        "TABLE_NAME": "incident",
        "TRIGGER_TYPE": "scheduled",
        "TRIGGER_CONDITION": "priority IN (1,2) AND state != 'resolved'"
      }
    },
    {
      "type": "business_rule",
      "template": "base/business_rule",
      "variables": {
        "NAME": "incident_auto_assignment",
        "DESCRIPTION": "Automatically assign incidents based on category",
        "TABLE": "incident",
        "WHEN": "before",
        "CONDITION": "current.assigned_to.nil() && !current.category.nil()",
        "SCRIPT": "// Auto-assignment logic\nvar category = current.getValue('category');\nvar assignmentGroup = '';\n\nswitch(category) {\n  case 'hardware':\n    assignmentGroup = 'hardware_support';\n    break;\n  case 'software':\n    assignmentGroup = 'software_support';\n    break;\n  case 'network':\n    assignmentGroup = 'network_support';\n    break;\n  default:\n    assignmentGroup = 'service_desk';\n}\n\ncurrent.assignment_group = assignmentGroup;"
      }
    },
    {
      "type": "script_include",
      "template": "base/script_include",
      "variables": {
        "CLASS_NAME": "IncidentAnalytics",
        "DESCRIPTION": "Utility functions for incident analytics and reporting",
        "SCRIPT": "var IncidentAnalytics = Class.create();\nIncidentAnalytics.prototype = {\n  initialize: function() {},\n  \n  getMetrics: function() {\n    var metrics = {};\n    \n    // Total incidents\n    var gr = new GlideRecord('incident');\n    gr.addActiveQuery();\n    gr.query();\n    metrics.total = gr.getRowCount();\n    \n    // By priority\n    var priorities = {};\n    gr = new GlideRecord('incident');\n    gr.addActiveQuery();\n    gr.query();\n    while (gr.next()) {\n      var priority = gr.getValue('priority') || 'undefined';\n      priorities[priority] = (priorities[priority] || 0) + 1;\n    }\n    metrics.byPriority = priorities;\n    \n    // Average resolution time\n    gr = new GlideRecord('incident');\n    gr.addQuery('state', 'resolved');\n    gr.orderByDesc('sys_updated_on');\n    gr.setLimit(100);\n    gr.query();\n    \n    var totalTime = 0;\n    var count = 0;\n    while (gr.next()) {\n      var created = new GlideDateTime(gr.sys_created_on);\n      var resolved = new GlideDateTime(gr.resolved_at);\n      if (resolved.getNumericValue() > created.getNumericValue()) {\n        totalTime += resolved.getNumericValue() - created.getNumericValue();\n        count++;\n      }\n    }\n    \n    if (count > 0) {\n      metrics.avgResolutionTime = Math.round(totalTime / count / 1000 / 60); // minutes\n    }\n    \n    return metrics;\n  },\n  \n  type: 'IncidentAnalytics'\n};"
      }
    },
    {
      "type": "table",
      "template": "base/table",
      "variables": {
        "NAME": "u_incident_metrics",
        "LABEL": "Incident Metrics",
        "EXTENDS": "sys_metadata",
        "FIELDS": [
          {
            "name": "metric_date",
            "label": "Metric Date",
            "type": "glide_date",
            "mandatory": true
          },
          {
            "name": "total_incidents",
            "label": "Total Incidents",
            "type": "integer",
            "default": "0"
          },
          {
            "name": "high_priority",
            "label": "High Priority",
            "type": "integer",
            "default": "0"
          },
          {
            "name": "avg_resolution_time",
            "label": "Avg Resolution Time (min)",
            "type": "decimal",
            "default": "0"
          },
          {
            "name": "sla_breaches",
            "label": "SLA Breaches",
            "type": "integer",
            "default": "0"
          }
        ]
      }
    }
  ],
  "dependencies": [
    {
      "from": "widget.incident_dashboard",
      "to": "script_include.IncidentAnalytics",
      "type": "uses"
    },
    {
      "from": "flow.incident_escalation",
      "to": "table.incident",
      "type": "updates"
    },
    {
      "from": "business_rule.incident_auto_assignment",
      "to": "table.incident",
      "type": "triggers_on"
    },
    {
      "from": "script_include.IncidentAnalytics",
      "to": "table.u_incident_metrics",
      "type": "writes_to"
    }
  ],
  "deployment_order": [
    "table.u_incident_metrics",
    "script_include.IncidentAnalytics",
    "business_rule.incident_auto_assignment",
    "flow.incident_escalation",
    "widget.incident_list",
    "widget.incident_dashboard"
  ],
  "variables": {
    "SYSTEM_NAME": "Incident Management",
    "SYSTEM_PREFIX": "inc_mgmt",
    "PRIMARY_TABLE": "incident",
    "NOTIFICATION_GROUP": "incident_managers",
    "SLA_WARNING_THRESHOLD": "80",
    "ESCALATION_TIMEOUT": "3600"
  }
}