Issue with Trigger rules : Trigger when make the rule global

[dorian_meurin]

Hello everyone, 

I hope I made my post to the right place, if not feel free to move it.

We are trying to use Service now to hanlde our On-Call Schedule, we are using and configuring the plugin On-Call Scheduling to do so.

We would like for our incident to escalate and call us via Trigger rule when the incident is a Priority 1.

Right now it is working, but we are encountering an issue and the documentation is not clear to me. 

- We want our schedule manager to be able to create specific trigger rules if needed (like escalate to a different group for instance)

- We want the escalation to happend when an incident is created OR when an incident is updated (for instance if the group is changed)

here's the issue : 

We have a field "Run trigger" => "every time trigger field changes", in which we have 2 options : Priority and Assignment Group

We need both, but if we choose "Assignment Group", It create the trigger rule as "Global" which is a problem because : 

- Our schedule managers cannot make global trigger rules 

- Everyone can see trigger rules 

i've made an archimate diagram to explain the issue more properly.

TLDR : 

We have to choose between having trigger rule that triggers on update but that makes them global OR not having the ability to trigger when the assignment group change.

Questions : 

Why is it like that ? can't we simply have Trigger rules that triggers on update of assignment group without being global ? 

Is there a point of having a trigger rule which is NOT global ? because then you can't trigger on update of your assignment group 

scenarios : 

- A user create an incident with priority 1 => escalation

- A user create an incident with priority 4, then update it for priority 1 => escalation after update

- A user create an incident with priority 1, then assign it to another assignment group => escalation for both assignment group, one after another

- A user create an incident with priority 1, but with no assignment group. Our business rules dynamically assign a assignment group based off the product in the incident => escalation 

- Schedule manager can create trigger rules for their team / assignment group

- Users can only see the trigger rules related to their group

Thank you for you time