Incident escalation

SG23
Tera Expert

‎08-21-2023 05:03 PM - edited ‎08-21-2023 05:10 PM

Hi Guys, How to create escalations (not manually but automatically) when an Incident is created by particular caller ID ? Which API's to use, either Table API's or scripted rest API's ? These API's will be consumed by third party (not SNOW platform)

Please share some inputs.

Thanks

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Sandeep Rajput
Tera Patron
Tera Patron

‎08-21-2023 07:55 PM

@SG23 You can create an Async Insert business rule to check if the incident was created for a specific caller id. Accordingly, you can call the third party system's webhook and provide it the incident number. Third party 

API then can call Table API with incident number as a parameter.

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