defining esclation matrix in service now based on business service and its tier

[karan15]

HI All , 

Is there a way I can define escalation matrix for incidents based on its tier 

For - E.g - Business service name is - XYZ IS TIER 1 service , then incident priority cannot be P5 , should always be P3 or above 

or is there any suggestion on how to define escalation matrix in snow for tier 1 and 2 applications ?

The challenge we are having right now is that service desk logs P5 incidents for even tier 1 and 2 service , i know its training and coaching issue but we want to tackle it from snow side as well 

Thanks 

[eumak]

Hello karan,

I am not sure but as we know that priority is dependent on Impact & urgency. For the workaround, you can try writing an onChange client script. It will be something like

if(business service is from  == TIER 1)
{

Restrict users(via resetting the field) to select the Urgency & Impact choices values which make a priority P5. 

Alert message(''If the business service is from Tier 1 the priority cant be P5 , should be always P3 & above'').

}

so the results will be, by mistake, they have selected choices that make a priority P5, it will reset the Impact & choices. Alert will help the team to select the correct choices.

Mark it as helpful or correct, If Applicable

Cheers..!
Happy Learning:)
Tushar

[karan15]

thanks Tushar , is there any UI policy i can configuer so that when Business service having tier 1 or 2 is selected the priority is P4 at least ? 

sorry am not to good with scripting 😞

[eumak]

Hello Karan,

Yes, I think you can perform it via the below steps.

I am taking a simple use case. You can turn it in your way.

Input
If the urgency & Impact -> 1-High & Assignment Group(taken as i don't have business tier field on PDI) -> Analytics Settings Managers
Output
Priority should get empty & error message should reflect 

1) Create a UI Policy. 
2) Write the condition according to your scenario.

3) For clearing the field & poping up the message-> run the script 

g_form.clearValue('priotity',true);
g_form.addErrorMessage('If the business service is from Tier 1 the priority cant be P5 , should be always P3 & above. Please change the Impact & Urgency');

Hope after seeing the error message Team will change the Choices to make the correct priority ticket.

Output - on the incident form

Mark it as helpful or correct, If Applicable

Cheers..!
Happy Learning:)
Tushar

[eumak · Accepted solution]

Hello Karan,

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

Cheers..!
Happy Learning:)
Tushar