Preventing severity downgrades of major incidents

[DV190]

I'm looking for ideas on how to prevent fulfillers from downgrading the severity of Major Incident tickets in order to avoid some of the required follow-up activities (attending weekly major incident meeting, providing root cause details, etc.)

Requirement: Any time an Routine Incident ticket has been changed to a Major Incident, prevent the ability to downgrade the severity back to a 3 or 4 (unless admins override). 

A couple ideas I already had which after I discussed with my team will not work:

1. Create UI Policy to make 'Impact' & 'Urgency' fields read-only after Major Incident State= Accepted.. This will not work because it will also prevent the ability to change a Severity 1 to a Severity 2 & Severity 2 to a Severity 1 which we still want to allow. 

2. Hide the '3-Low' value in both the 'Impact' & 'Urgency' fields after Major Incident State= Accepted.. This will not work because values of Impact of 2 & Urgency of 2 still equals Severity of 3. 

[Allen Andreas]

Hi,

So I did something like this, but more so in terms of P1 Incidents, we only wanted our Service Desk to be able to do this. So there's a few things you'd need to do:

1) Created a "display" business rule for the Incident table (or whichever table has the data you're talking about) and within that display BR, in the script section, log 2 or more scratchpad entries which hold the current values of these fields. So for me...I made 2 scratchpad entries, 1 for urgency and 1 for impact. https://docs.servicenow.com/bundle/london-application-development/page/script/business-rules/concept...

2) Created a script include using glideajax which allowed me to query if they were a member of the Service Desk...for you...you'd just want to check if the gs.getUser().hasRole('admin'); comes back or not true. https://docs.servicenow.com/bundle/london-application-development/page/script/server-scripting/conce...

3) Created an onChange client script for the Priority field that if the newValue == 1 (which is Critical) then run the script include, check their membership and if not true...meaning they weren't in that group...say an alert with 'x' phrase and set the values of the urgency and impact BACK to the scratchpad values that we did in step 1. https://docs.servicenow.com/bundle/london-application-development/page/script/client-scripts/concept...

So you would need to tweak these steps of course for what you want to do, but basically you'd do something similar, and if the severity field drops to 3 or 4...based off whatever combination they try to do...check if they have admin role...if not...then alert that it's not allowed and to seek an admin and then set those values back to what they were when the record was opened by them moments ago.

Please mark reply as Helpful/Correct, if applicable. Thanks!