major incident trigger rule

[SM123]

Hi all,

what is trigger rule for "P1 incident lasting more than 30 mins".

Basically if priority 1 incident is created you it should wait till 30 mins then after 30 min it should be proposed as major incident candidate. OR if a incident is created a week ago and now the priority is just updated to Critical then also it should wait till 30 mins after 30 min it should be proposed as major incident candidate.

i tried "Priority is 1-critical AND created relative before 30 mins ago OR Updated relative before 30 mins ago".

but it's not working. could anyone help?

https://www.servicenow.com/community/virtual-agent-forum/major-incident-trigger-rule/m-p/2840626#M48... 

came here after checking this.

[Dr Atul - LNG]

Hi @SM123 

As per OOTB, it is taking 2 actions as per 2 rule

it depends on you how you want  to modify this.

If you put conditions it will work that way but OOTB it just check the priority only. 

[SM123]

Yes i know that but i'm modifying that trigger rule as above. 

Priority is 1-critical AND created relative before 30 mins ago OR Updated relative before 30 mins ago.

which is not working

[Dr Atul - LNG]

Hi @SM123 

Try to break this 2 rules

Priority is 1-critical AND created relative before 30 mins ago 

Priority is 1-critical AND  Updated relative before 30 mins ago.

because update means, any thing get change in incident/ May be just a comment has been added or CI has been added.