Need help to implement below

[SagarG471290243]

Hello,

Need help to implement below

Design a configuration-driven framework that allows business units to
control priority, assignment, and SLA behavior without code changes.
Ensure scalability, rule precedence, and centralized logic for easy
maintenance

[Ankur Bawiskar]

@SagarG471290243 

If you are talking about Incidents then

for priority assignment -> OOTB there is already priority matrix which you can configure

For assignment -> you can use Assignment rule and set the group based on your condition

SLA -> you can configure different SLAs as per customer requirement

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[Dr Atul G- LNG]

Hi @SagarG471290243 

The concept of priority is out of the box (OOTB) in ServiceNow. This means there is an incident table and a priority lookup table where the values of impact and urgency determine the priority. Changing impact or urgency will automatically change the priority.

The same applies to assignment: assignment rules are evaluated first, and no custom code is required for this setup.

https://youtu.be/QPfegsMVuKg

https://youtu.be/xnEKdDfjNeA

[AbhishekW204758]

Hii @SagarG471290243 

You can use data lookup defination(OOB) to set priority dynamically basesd upon impact and urgency.Not only that you  can dynamical change assignment. And for SLA  use SLA definations where you can define start , pause, resume , end conditions.

you can also use Decision table for your requirement , after that use that decision table into flow designer for no code.

💡💡If you find this any helpfull then give a thumbs up 👍 and accept the solution ✔️.

Regards,

Abhishek Wangate,

Technical Consultant