Incident Severity/Priority downgrading and incident to request conversion script after X no of days.

[Koushik Ningara]

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

[Koushik Ningara]

We have Severity in place of Priority. the state of Severity initially would be either P1 or P2. the final should be P3.

[Ankur Bawiskar · Accepted solution]

@Koushik Ningara 

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.

[Koushik Ningara]

I need to create a ad_hoc_request not the service catalog request.

[Ankur Bawiskar]

@Koushik Ningara 

as per your question you said this

convert the type of ticket from Incident to Request

So I suggested the same.

When you use "Create Request" UI action on incident it creates REQ and RITM only

[Ankur Bawiskar]

@Koushik Ningara 

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.