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12-11-2022 10:48 PM
Dear Developers,
I need a Business Rule or Script include which will downgrade the Severity/Priority levels after 30 days from the date of creation of the ticket, and also which will do convert the type of ticket from Incident to Request after 60 days from the date of creation of the ticket.
Thanks in Advance,
Koushik
Solved! Go to Solution.
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12-12-2022 12:56 AM
you can use flow designer for this with no script.
1) Flow will trigger daily and check which Tickets are 30 days older
2) for each of those iterate and downgrade the priority using Update record
3) Then use Submit Catalog Item Request action in flow and create a RITM and REQ
4) Then update the REQ's parent field to the incident
Please start from your end and it will be learning for you
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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12-12-2022 12:12 AM - edited 12-12-2022 12:13 AM
You can do it via schedule job which will run daily? but what will be the scenarios?
1. what priority needs to be downgraded and what will be new priority?
2. Once problem is created, what will be the state of incident.
Both these question will help to create a query so that the job does not run on all records.
Raghav
MVP 2023
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12-12-2022 12:28 AM
The Severity needs to be set to P3 from P1 or P2. I don't want it to be run daily, just after 30 days from the created date is sufficient.
Is it possible to convert the type of ticket [ table incident-> u_ad_hoc_request ] from Incident to Request after 60 Days from created date?
I just need this two actions to be automated.
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12-12-2022 12:30 AM
The state won't be in a closed/ resolved /canceled state after 30 or 60 days from the created date for sure
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12-12-2022 12:32 AM
what about priority? what will be the initial priority and what will be the final?
Raghav
MVP 2023
