On call trigger working only on assignment group changes

[vinodhamano]

On call trigger rule working on assignment group changes and we want to trigger on priority changes as well . let say if incident priority changes from low to high then it should trigger ? how to configure this

[Roshnee Dash]

Hi @vinodhamano 

Since the 'Change' operator isn't available for the Priority field, you can apply the same condition using a Business Rule. From there, you can trigger the flow using sn_fd.FlowApi.executeFlow() (FlowAPI - Scoped, Global).
I'm not entirely sure if this approach will work in your case, but it's worth trying.

[kaushal_snow]

@vinodhamano ,

You can create a dedicated trigger under On Call Scheduling > Administration > Trigger Rules in your instance and configure it for the Incident  table with the When = Update condition, then in the Condition builder use something like priority changes from lower to higher (for example: current.priority != previous.priority && current.priority IN (1 - Critical, 2 - High)) so that when the priority is updated the rule fires the on call assignment workflow, ensuring that escalations happen not only when the assignment group changes but also when the priority rises....

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