Problem Statement
In our ServiceNow implementation, it is important to ensure that high-priority incidents (Priority 1 and Priority 2) receive immediate attention. The goal is to notify support teams when an incident is raised or updated to P1 or P2 via a UX banner Announcement.
Proposed Solution
To fulfill this requirement, a Business Rule has been implemented on the Incident table, triggered before Insert or Update. This rule automatically creates a UX Banner Announcement when an incident is created or escalated to Priority 1 or 2.
The Announcement:
Highlights the priority escalation
Appears for 10 minutes
Includes a direct link to the incident record
Is targeted to specific users/groups
Implementation Steps
Create a Business Rule on the Incident [incident] table
When to Run: Before Insert or Update
Condition: Priority Changes to P1 OR Priority Changes to P2
Script: See below
Script Highlights
Identifies if the incident is being created or updated with P1/P2 priority
Generates a dynamic UX banner Announcement with message, color, and URL
Sets the banner to display for 10 minutes
Links it to a UX banner configuration via sys_ux_m2m_banner_announcement
Business Rule Script
(function executeRule(current, previous /*null when async*/ ) {
// Add your code here
var operation = current.operation();
var announcementGR = new GlideRecord('sys_ux_banner_announcement');
announcementGR.initialize();
announcementGR.heading = 'Priority has been escalated for Incident ' + current.number;
announcementGR.start = new GlideDateTime();
announcementGR.show_for = 'specified_users';
announcementGR.group = gs.getProperty('glide.uxbanner.group');
if (current.priority == '1' && operation == 'insert') {
announcementGR.summary = 'Incident ' + current.number + ' has been raised with Priority 1. Kindly review and take immediate action.';
announcementGR.color = 'critical';
} else if (current.priority == '2' && operation === 'insert') {
announcementGR.summary = 'Incident ' + current.number + ' has been raised with Priority 2. Kindly review and take immediate action.';
announcementGR.color = 'high';
} else if (current.priority == '1') {
announcementGR.summary = 'Incident ' + current.number + ' has been upgraded to Priority 1. Kindly review and take immediate action.';
announcementGR.color = 'critical';
} else {
announcementGR.summary = 'Incident ' + current.number + ' has been upgraded to Priority 2. Kindly review and take immediate action.';
announcementGR.color = 'high';
}
var gdt = new GlideDateTime();
gdt.addSeconds(600);
announcementGR.end = gdt.getDisplayValue();
announcementGR.add_link = 'true';
announcementGR.link_label = 'Open Ticket: ' + current.number;
announcementGR.link_url = 'https://<Your Instance Name>/now/cwf/agent/record/incident/' + current.sys_id;
announcementGR.content_position = 'center';
announcementGR.link_click_behavior = 'new';
announcementGR.insert();
var bannerGr = new GlideRecord('sys_ux_m2m_banner_announcement');
bannerGr.initialize();
bannerGr.announcement_config = gs.getProperty('glide.uxbanner.annoucement.config');
bannerGr.announcement = announcementGR.sys_id;
bannerGr.insert();
})(current, previous);Outcome
Once this rule is in place:
A UX banner Announcement will automatically appear for 10 minutes whenever an incident is created or updated to Priority 1 or Priority 2.
The Announcement includes a direct link to the incident and is visible only to specified users(based on roles) or groups.
This ensures quicker awareness and response from the support team, especially for time-sensitive issues.
Note
Ensure the system properties glide.uxbanner.group and glide.uxbanner.annoucement.config are configured with the correct group and banner configuration sys_ids.
This solution currently applies only to P1 and P2 incidents.
Duration can be adjusted by modifying the addSeconds(600) line in the script.
