I need Major Incident to be proposed and promoted only from Incidents priority 1 or priority 2

[LuboHan]

Hello All,

I need that the Incident can be Proposed to Major Incident and promote to Major Incident only if the incident is prio 1 or prio 2. Can you please help me how to achieve this?

Our developer instance is on release Utah. The plugin Incident Management - Major Incident Management is installed. When I create "Major Incident trigger rule" I set is as active with condition: Priority is 1 - Critical or Priority is 2 - High 

But it is not working and still the incidents prio 3-4-5 can be proposed to major incident as well, which is not desired.

Can you please help me where and what I should implement in order to solve it?

Thank you all in advance

[Abbas_5]

Hello @LuboHan,
For similar kind of requirement, please refer to the link below:
https://www.servicenow.com/community/itsm-forum/how-can-we-propose-all-p1-incidents-as-major-inciden...

If it is helpful, please mark it as helpful and accept the correct solution.
Thanks & Regards,
Abbas Shaik

[Deepak Shaerma]

Hi @LuboHan 

Create a client script that runs when the form loads. In the client script, check the value of the priority field. If the Priority is not 1 - Critical or Priority is not 2 - High, disable the propose and promote button using JavaScript.

Please mark this as helpful or accepted if this solves your query

[LuboHan]

Hello guys, so actually managed to solved it and I will share the working solution here.

I was investigating 2 UI Actions "Propose Major Incident" & "Promote Major Incident", but my solution was not working there.

What you have to do:

1. Go to All > Script Include
2. Find "MajorIncidentTriggerRules"(this one you will edit and add code here) & "MajorIncidentTriggerRulesSNC"(this one you will only read)
3. From MajorIncidentTriggerRulesSNC - find and copy 2 functions called "canPromoteMIC" & "canPromoteMIC" 
4. In MajorIncidentTriggerRules paste those 2 copied function from step n. 3
5. In MajorIncidentTriggerRules add this code into both functions: 

6. // check if incident is not prio 1 or prio 2 
   if (current.priority != 1 && current.priority != 2) {
   // Hide the UI Action
   return false;
           }

Than the result is as follows:

Incidents Priority: 1, 2

• can / UI Action is visible: Propose Major Incident
• can / UI Action is visible: Promote Major Incident

Incidents Priority: 3, 4, 5

• can NOT / UI Action is hidden: Propose Major Incident
• can NOT / UI Action is hidden: Promote Major Incident

I will put the whole file MajorIncidentTriggerRules as reference in the attachment.

Enjoy the working solution 🙂 

[LuboHan · Accepted solution]

Update...

Hello guys,

so actually I managed to solved it and I will share the working solution here.

I was investigating 2 UI Actions "Propose Major Incident" & "Promote Major Incident", but my solution was not working there.

What you have to do:

1. Go to All > Script Include
2. Find "MajorIncidentTriggerRules"(this one you will edit and add code here) & "MajorIncidentTriggerRulesSNC"(this one you will only read)
3. From MajorIncidentTriggerRulesSNC - find and copy 2 functions called "canProposeMIC" & "canPromoteMIC" 
4. In MajorIncidentTriggerRules paste those 2 copied function from step n. 3
5. In MajorIncidentTriggerRules add this code into both functions: 

6. // check if incident is not prio 1 or prio 2 
   if (current.priority != 1 && current.priority != 2) {
   // Hide the UI Action
   return false;
           }

Than the result is as follows:

Incidents Priority: 1, 2

• can / UI Action is visible: Propose Major Incident
• can / UI Action is visible: Promote Major Incident

Incidents Priority: 3, 4, 5

• can NOT / UI Action is hidden: Propose Major Incident
• can NOT / UI Action is hidden: Promote Major Incident

I will put the whole file MajorIncidentTriggerRules as reference in the attachment.

Enjoy the working solution! 🙂