Business Rule to update Incident

[Nisha30]

Hi Team,

Please assist.

We want to update 1) Priority of Incident  based on combination of two fields cmdb_ci.attribute  and impact in Incident

example : if Impact = High and cmdb_ci.attibute = 1, THEN Incident priority =P1

likewise there are 4 combinations 

also i started with another piece to be added here

if cmdb_ci.support_group is NOT empty, then populate the Incident-Assignemnt group = cmdb_ci.support_group

Can someone please assist 

THanks

[Nisha30]

HI @Moin Kazi 

We have priority rules yes,

but for Event management based on CI -attributes and Impact we need to set up the Priority .

This is only for a certain case where we are using Business Service = value1

Our Business rule contains that condition as well.

Thanks

[Jayesh Varshney]

Hi @Nisha30,

In ServiceNow, incident priority is determined using Priority lookups, which can be accessed by navigating to:

System Policies → Rules → Data Lookup Definitions → Priority Lookup

Within this, you’ll find the matcher table dl_u_priority that requires configuration. You can create a custom field referencing the cmdb_ci table and adjust the records as needed.

As for your second requirement, there is already an Out-of-the-Box (OOB) Business Rule available that updates the Assignment Group based on the CMDB_CI.support_group.

If you found my response helpful, I’d appreciate it if you could take a moment to select Accept as Solution.

[Nisha30]

Hi All,

We have priority rules yes,

but for Event management based on CI -attributes and Impact we need to set up the Priority .

This is only for a certain case where we are using Business Service = value1

Our Business rule contains that condition as well. 

Thanks

[Bert_c1]

The BR needs to be defined with an Order value greater than 1000, if defined to run "Before" to over-ride the Priority Data Lookup feature. See:

https://docs.servicenow.com/bundle/xanadu-api-reference/page/script/general-scripting/reference/r_Ex...

[Nisha30]

mine looks this

Thanks