Create trigger rules for Major Incident

[deesha]

I need to create a trigger rule for major incident with following conditions. 

1. CI is one of {a,b,c,d,e,f,g}

2. Incident created in last 15 mins.

3. Total count of incidents is > 10. 

I can do filter condition for CI but where to code for other 2 conditions? scheduled jobs? business rule?. their is no option for scripting into trigger rules? Please suggest me how to build these conditions. 

[Jeff Currier]

Yea, sorry, my example is too simple.  I think you want to do three different lookups.  That way the condition for each is time, CI and whatever else you want, like P1.  Then if count of lookup 1 is > 10, create MI.  If count of lookup2 is > 10, create MI, if count of lookup3 is > 10 then MI.

You might be able to do it with one if statement, but then it is harder to feed the condition to the MI creation.  But this way it is still all one flow, just with three parts.  As long as you don't say you really have 300 CIs you want to do this for, I think this works.

Also, I saw one error in my screen shot, you want to create the MI as part of the If result.  I did it below so in my example flow the MI always gets created.  You wouldn't want that.

[deesha]

Hi Jeff,

Thank you so much. I have moved "Create Incident record" under IF condition and it is creating 3 incidents. It seems like loop is running 3 times. Please see my screenshots and let me know if I am doing any mistake or how I can create just one incident. 

Thanks,

Dronika

[Jeff Currier]

It is executing the "if" for each record of the query.  Add an "End" from flow logic just after your create incident.  Then it should finish the flow after the first "if" execution if any.

Also, I thought you wanted a Major incident, not just an incident.  If you have the Major incident plugin, you should be able to create a Major incident or create a major incident candidate from your flow

[deesha]

Hi Jeff, 

I added the "End" after creating incident and still it's running for each record. I provided you screenshot of my personal developer instance and even in our dev environment MI plugin in activated and I am not able to see "Create a Major Incident" option in Flow Designer. 

Thanks

D

[Jeff Currier]

I think create major incident may be a New York feature an not available in Madrid.  Sorry.  As for the End, I think I would log a Hi case for that.  If it is inside the if, it should stop.