Major incident candidate

[Nikitha25]

As the Incident Process Owner, when an Incident is flagged as a Major Incident candidate, I want it to be assigned to a group that is designated for reviewing Major Incident candidates so that I can ensure that only valid candidates are promoted.

How do we do this?

[Harish KM]

Hi @Nikitha25 you could have a assignment rule or Business Rule which checks for the flag and assign to the group based on conditions you want

[Aachal_13]

Hello @Nikitha you can achieve this by configuring Business rule and workflows. Create the Business Rule which triggers  when an Incident is flagged as a Major Incident candidate. Within the Business rule ,Use scripting to assign the incident to the designated group for reviewing Major Incident candidates. Additionlly set the condition to ensure only valid candidates are promoted based on your criteria.

Regards,
Aachal

[Sohail Khilji]

Hi @Nikitha25 ,

There are many ways to do it ! Generally this candidates are decided manually to promote to MIM ... But you can create a workflow or flow with given xyz logic which automatically decides the incident can be promited to MIM or not. You can set conditions and logic to filter MIM candiates....

I hope this helps...

[Dr Atul G- LNG]

Hi @Nikitha25 

As the Incident Process Owner, when an Incident is flagged as a Major Incident candidate, I want it to be assigned to a group that is designated for reviewing Major Incident candidates so that I can ensure that only valid candidates are promoted.

Atul: Only the user who has MIM role can promote the incident to major incident. You can do it via Assignment  rule or Data lookup and then assign to group.