How to raise priority using a business rule

[davidwood]

Hi All,

I'm new to world of service now and was looking for assistance on a business rule.

I'd like to make is to a priority 2 incident is raised to priority 1 eight hours after being raised/opened as a p2.       I've tried many different tests within business rules but nothing seems to work (We are on Fuji)

When to run

When: Before

Order: 100

Filter Conditions

Active is true

Priority is 2 - High

Duration is   Days 0   Hours 8

Actions

Urgency to 1 - High

Impact to 1 - High

Priority to 1 - Critical

The closest out of the box business rule is Incident State Active on Assignment which I've been playing around with a bit as well.   Can someone offer some advice?

[davidwood]

Hi Ctomasi.

Any luck with investigating that code?

I've tried swapping Priority to Urgency and other items but the same "0 tables found" result display's.       I'm doing this all on a service now developer environment so I could possibly give you access to it if you like.

[Chuck Tomasi]

Sorry, I've been consumed with Knowledge16 for the past couple weeks. I've just requested to follow you. If you follow me back we can exchange credential information to that instance and I can take a look.

Thanks.

[davidwood]

Hi Chuck,

No worries at all!   I'll send you over the details shorly, thanks for the help again.

[Chuck Tomasi · Accepted solution]

Change of approach. I built the list filter to get it the way I wanted, then copied the query and used it in the addEncodedQuery() method like this.

var inc = new GlideRecord('incident');   
inc.addEncodedQuery('active=true^priority=2^sys_created_on<javascript:gs.hoursAgoStart(8)');   
inc.query();   
gs.log(inc.getRowCount() + ' records found');

while (inc.next()) {   
   inc.priority = 1;   
   inc.update(); 
}   

I did not update your scheduled job or records.

[davidwood]

Hi Chuck,

Yes! its working! its really working!! Had to tweek the code a little bit more in the end. For some reason you can override proirty in a business rule but in a script it appears urgency and impact have to be raised instead.

	var inc = new GlideRecord('incident');
	inc.addEncodedQuery('active=true^priority=2^sys_created_on<javascript:gs.hoursAgoStart(8)');
	inc.query();
	gs.log(inc.getRowCount() + ' records found');
	while (inc.next()) {

          inc.urgency = 1;  

          inc.impact = 1;    

	inc.update();
	}