Query Regarding Major Incident Trigger Rules and P1 Priority

[sravanku888]

Hi All,

I'm writing to clarify the behavior of our major incident trigger rules, specifically in relation to P1 priority incidents.

My understanding is that if an incident's priority is changed to P1, it should automatically be promoted to a major incident via the existing major incident trigger rules. Could you please confirm if this is the expected behavior?

If this is not the case, could you explain the process for promoting a P1 incident to a major incident?

Thanks in advance for your assistance.

Best regards,

Sravan Kumar

[Dr Atul G- LNG · Accepted solution]

 Hi @sravanku888 

Your understanding is not correct, buddy. If the priority is P1, its purpose is not to promote but to check whether the trigger rule is active.

Out-of-the-box (OOTB), this trigger rule is inactive

[sravanku888]

Hi @Dr Atul G- LNG 

I'm working in the Service Operational Workspace and need to customize the contact card that appears on the interaction record [as highlighted in the attached screenshot]. Currently, it displays the time, email, and phone number.

I would like to add the following fields to this card:

Manager (caller_id.manager)
Could you please provide guidance on how to achieve this?

Thank you for your assistance.

Regards,
Sravan Kumar

[sravanku888]

Hi @Dr Atul G- LNG 

I'm working in the Service Operational Workspace and need to customize the contact card that appears on the interaction record [as highlighted in the attached screenshot]. Currently, it displays the time, email, and phone number.

I would like to add the following fields to this card:

Manager (caller_id.manager)
Could you please provide guidance on how to achieve this?

Thank you for your assistance.

Regards,
Sravan Kumar

[Dr Atul G- LNG]

Hi @sravanku888 

https://www.servicenow.com/community/developer-forum/where-would-i-go-to-modify-the-caller-card-in-t...

This is for caller card, you can follow steps and make changes.