Change the priority for the Primary Alert.

[MirzaSaquiB]

Hi All,

I am looking for a solution, "Once the alert correlation is completed, then the severity of the primary alert changes to the Critical."

When I am trying to achieve this by using Flow or BR, it changes the severity to critical and then revert back to the previous severity within a minute.

Kindly provide the method to achieve this functionality.

Thanks & Regards

Mirza Saquib Beg.

[GlideFather]

Hi @MirzaSaquiB

share the BR,  nobody cannot help you if you don't share it 😉

[Rafael Batistot]

Hi @MirzaSaquiB 

When alerts are correlated, ServiceNow updates the primary alert based on the underlying correlation logic.

If you try to change the severity via a Flow or Business Rule, the correlation engine may overwrite it back to the value it computed for the primary alert.

That’s why you see it briefly change to Critical and then revert.

Correct approach

You need to hook into the correlation logic itself, rather than post-correlation.

Use Alert Correlation Business Rule

• Run after Update (not before)
• You can customize the rule that determines the primary alert severity:

if (current.isPrimary()) {
current.severity = 1; // Critical
}

• This ensures the primary alert is created/updated with Critical severity, not modified afterward.

[Bhuvan]

@MirzaSaquiB 

Refer this to understand the Alert Priority mapping process,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0870754

If you are looking to set Alert Severity, use correlation rule to set the severity rather than BR or Flow.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan