Create Business rule for incident auto downgrade from P2 to P5

[sureshp89882164]

All P2 incidents created by an System alert and caller is Event management, it trigger notification and should later be automatically downgrade to P5.

Business rule conditions on Incident table:

Caller: Event Management

Channel: Alert

Created by: System

Assignment group: Release management

priority: 2

A business Rule will be created to confirm the source of the incident and apply the following logic:

*The Business Rule will be triggered only after a P2 incident is created.

 *The Business Rule wait for 1 minute from the incident creation time.

  *After the 1-minute wait, the business rule will automatically downgrade the incident from Priority 2               (P2) to Priority 5 (P5).

* Work note will be added to the incident upon downgrade, stating: "The Incident has been downgraded from Priority 2 (P2) to Priority 5 (P5). If escalation is required, the support engineer must follow standard escalation procedures."

*Safeguard condition: If the incident is later manually escalated back to P2, the Business rule must not reapply. To enforce this, the rule will check for the presence of the above work note. If the note exists, the Business Rule will not downgrade the incident again.

[Dr Atul G- LNG]

Hi @sureshp89882164 

This is not a recommended approach—changing priority from P2 to P5 via a Business Rule. On what basis was the priority downgraded? Priority is a business decision and should be made by a user, not automatically through a Business Rule."

[Rafael Batistot]

Hi @sureshp89882164 

This is not considered a best practice according to ServiceNow guidelines.

According to the documentation, the Priority field should not be visible or manually changed. Its value should only be updated based on the values selected in the Impact and Urgency fields.

Please refer to the official documentation for more details

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/incident-manageme...

[Swapna Abburi]

Hi @sureshp89882164 

If you always want to downgrade the priority to P5 for event management related incidents, can you do it while creating the Incident?

If this is a must requirement, you can use flow designer instead of business rule to wait for a minute from incident created date to downgrade the priority. Since you configure the flow to get triggered only at the creation time,  it won't be triggered if priority is bumped again manually.

[sureshp89882164]

Can you please help on flow designer on this requirement.