Restrict or limit where a P1 or P2 incident can be assigned

[mwaugh]

As anyone restricted or limited where where p1 (critical) or p2 (high) incident can be assigned?   We recently implemented incident sla, some groups are missing their slas because p1 or p2 incidents are being assigned to them and not contacted.   We have both IT and business unit support groups in ServiceNow working incidents.   The business unit groups are acting like sattelite help desks then if they need assistance the ticket will be assigned to a IT group.   We have an issue with both IT and BU assigning tickets to IT groups and not notifiying them of the assignment, via a call.

Couple of options we have tossed around is (1) limit who can create a p1 or p2 incident to just select groups or (2) if a user creates a p1 or p2 incident they can only assign it to a group they are a member of or the Service Desk.

[robpickering]

Michele,

My opinion.   This is a Business Process issue not a system issue.   We require that all P1 or P2 Incident hand-offs be handled as a warm transfer (phone call, must talk to the person, no voice mail).   If our folks see P1 or P2 "dumped" on them, we address with the management of the source of the Incident.

You COULD use technology to make these SMS Notify or have a different Subject line to make them stand-out in email, but ultimately it's a process improvement you need to make, not a technology problem to solve.

-Rob

[Mike Allen]

I would agree with this.   This seems like trying to use a tool to solve a process problem, which I often advise against.   You could send an email, which would be ignored, unless you implement process.

[JJ1]

All you can do is that -Make sure all the relevant notifications are working and notifying the tech group along with the Priority of the ticket when it is assigned to the group.Have the SLA workflow modified to notify the team / team manager if certain tickets are not responded or resolved with in a % of the actual duration.In our project we have Notifications specific to the groups managers for P1 & P2.We also send additional reminder notification in SLA worflow for 30% ,50% ,70% so that the managers can followup on why a ticket is not resolved.

Restricting P1 ,P2 creation is not a solution.If the team want additional notification mechanism ,consider it.

[HugoFirst]

Here's a slightly different take on this situation.   We limit who can open a P1 or P2 incident and we have a special group named "Notify P1/P2" who are notified anytime a high priority incident is filed.   This includes upgrading a low priority incident to P1 or P2.   The Operations staff and/or Incident Management staff are the ones who open high priority incidents and they follow up with the appropriate support groups if necessary to get a timely resolution.   The group that is notified includes VP's and directors since they want to be aware of issues in their respective area.