Requirement is as below:
Based on alert or warning received in ServiceNow, Incident to be created.
Ci will be recognised from the body of the email and ci’s assignment group will be picked up for incident assignment.
Priority will be set based on business criticality of a CI.
If Ci is not present it should be assigned to regional local IT. It should be determined by reading the probe value. this one is acheived.
If CI is
Business critical – 1 and notification received is an alert - it will be P1 incident
Business critical -1 and notification received is warning – it will be P2 incident
Business critical -2 and notification received is an alert – it will be P2 incident
Business critical – 2 and notification received is a Warning – it will be P3 incident
Business critical 3 – and notification received is an alert – it will be P3 ticket
Business critical 3 - and notification received is a warning - it will be P4 ticket
If new alert or warning is received for same CI ( incident is active or true) then it should update the existing incident.
If there a alert or warning received and there is no open ticket it should create a new ticket. need suggestion how to acheive?
