How can we propose all p1 incidents as major incident automatically and assigned to a major incident group automativcally once it was promoted?

[hemachandra2]

Hi All,

we need to propose all p1 incidents as major incident automatically and when the user open that in workbench and click on promoted then it  assigned to a major incident group automatically

Please help on this

Thanks

Hemachandra

[RaghavSh]

You can write a before update  BR on incident table with condition priority=1 and assignment group changes to "mim group name" and major incident state is not accepted.

script:

current.major_incident_state='accepted';

current.update();

[Kieran Anson]

Create a trigger rule as per the documentation: Create trigger rules for major incidents (servicenow.com)

Don't use a before business rule which uses current.update()! This causes recursion and will result in ServiceNow terminating the transaction.

[hemachandra2]

Hi Kieran,

Thanks for the response 

1.In the trigger rules what is the condition we need to put?

2.And how i have assigned those major incidents to mim group automatically after proposed?

Thanks

Hemachandra

[Kieran Anson]

Your trigger condition will be priority = P1. Regarding setting the assignment group to mim group, this is not the correct practice. The incident should remain with the resolver group. Instead, you should generate an incident task to the MIM team for their visibility purposes. This can be achieved by a flow