I thought this might be helpful to someone. We noticed that when you set up a Major Incident Trigger Rule, once it marks something as a Major Incident Candidate, it never checks again to see if it still meets the criteria. We had several instances where changes were made after an Incident was created as a Candidate that would have made it not a viable Candidate, and they didn’t want to keep seeing those in the Candidate view.
So I created a business rule to Re-Evaluate Major Incident Candidates that runs on the Incident table.
Click on the Advanced checkbox and enter the following in the Script field:
(function executeRule(current, previous /*null when async*/ ) {
var mimTriggerRulesGr = new GlideRecord('major_incident_trigger_rule');
mimTriggerRulesGr.addActiveQuery();
mimTriggerRulesGr.orderBy('order');
mimTriggerRulesGr.query();
var matches = false;
while (mimTriggerRulesGr.next()) {
if (mimTriggerRulesGr.getValue('conditions'))
matches = GlideFilter.checkRecord(current, mimTriggerRulesGr.getValue('conditions'));
if (matches) {
//do nothing but stop searching
break;
}
}
if(!matches){ //this no longer meets the criteria
current.work_notes = "Removed as a Major Incident as none of the Major Incident Rules have matched.";
current.major_incident_state = '';
current.trigger_rule = '';
}
})(current, previous);
This will re-evaluate any time an Incident is updated that is already a Proposed Candidate to make sure it still meets the criteria to be a Candidate. If it does, then the BR does nothing. If it doesn't, it clears out the major_incident_state field and the trigger_rule field and adds a work note to note when it was removed as a candidate. I hope this helps someone! 🙂
