major incident trigger rule

SM123
Tera Expert

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.

3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @SM123 

 

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

it depends on you how you want  to modify this.

AGLearnNGrow_0-1709033291807.png

AGLearnNGrow_1-1709033310603.png

 

 

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

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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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

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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