Upgrading P3/P4 to high priority
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11-16-2010 10:21 AM
When a P3/P4 is upgraded to a P1/P2, new notifications need to be issued. It needs to act the same as a ticket that was originally created as a P1 or P2.
How can I ensure that this happens. Everything is already in place for the originally created P1/P2s. Thank you kindly
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Incident Management
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11-16-2010 10:58 AM
You could write a business rule on the incident table that watches for a change from P3/P4 to P1/P2. When an incident is changed to P1/P2, it fires the same event (or different if you prefer) that is typically fired for a new incident.
You can view the "Incident Events" business rule to see the events that are currently fired on incidents.
Some pages of interest on the wiki:
Events:
http://wiki.service-now.com/index.php?title=Events_and_Email_Notification
Determining Field Changes in business rules:
http://wiki.service-now.com/index.php?title=Business_Rules#Capturing_Field_Changes
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11-22-2010 05:26 AM
Thank you for your help, this does help however, my coding knowledge is at a very bare minimum so will have to seek assistance to figure out how to write this properly.
