major incident trigger rule
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02-27-2024 03:23 AM
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?
came here after checking this.
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02-27-2024 03:29 AM
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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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02-27-2024 04:09 AM
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
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02-27-2024 09:42 AM
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.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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