How to Automatically set the Priority and Urgency = High for VIP Group Incidents

[TStark]

I would like to create a script to include in an Inbound Action that will set the Priority and Urgency to High if the incident is created by a user/member of the VIP Group.

Thanks in advance,
AJ

[Kieran Anson]

Hi AJ,

Are your VIPs in a specific group or are you just referencing the user record and checking whether the VIP boolean value is true?

var userRecord = new GlideRecord('sys_user');
if (userRecord.get('sys_id',email.from_sys_id)){
	userRecord.vip == true ? setPriority('high') : setPriority('low');
}

function setPriority(type){
	switch(type){
	case 'high':
		current.priority = 1;
			break;
	
	
	case 'low':
		current.priority = 4;
			break;
	}
}

[TStark]

Yes, I created a group (VIP), which includes all VIP members.

Thanks,
AJ

[sharayukasar]

Hi AJ ,

You can call script include from inbound action as below :

var emailutil = new ScriptInclude_Name();//mention a script include name here

var vip=emailutil().setcritical(email.origemail); // here lets pass sender as function  parameter.

if(vip==true){

current.urgency=1;

current.priority=1;

}

A script include function will something like below :

setcritical:function(sender){

var isVip=false;

var gr_user=new GlideRecord('sys_user');

gr_user.addQuery('email',sender);

gr_user.query();

if(gr_user.next() && gr_user.vip==true){

isVip=true;

}

return isVip;

},

Similarly you can add script in the same function in script include for checking if user is group member of a VIP group.Please note Script is not tested.

Kindly mark helpful/correct if my answer helps you 🙂

[TStark]

Yes, I created a group (VIP), which includes all VIP members.

Thanks,
AJ