Major Incidents

[Nomava Ntaka]

Dear Community

I have been tasks to report on major incidents that have been down - graded. How can I do this? which field can I use to show these?

thank you in advance

Mava

[asifnoor]

Hi 

Kindly refer to this link https://docs.servicenow.com/bundle/london-it-service-management/page/product/incident-management/concept/major-incident-management.html to understand major incident management process.

If you using major incident management plugin (com.snc.incident.mim), then you can simply go to Incident -> Major Incidents -> Overview/Open. 

If no plugin is being used, then you need to ask your manager on what criteria a incident is being considered major. Generally it will be a combination of Impact and Urgency or Impact and Priority field values. But you need to find that from your manager. Once you have that information, you can simply go to incident.list and add the respective filters and export the filtered list to PDF or XLS.

Mark answer as correct and also helpful if this answers your question.

[Nomava Ntaka]

Hi there

thank you for the reply, I do understand what a major incident is and how we have categorised them (p1 and p2). My question is, if an incident has been logged as a major incident, upon analysis by the major incident major they decide that it is not a MI anymore and give it a P3 or P4 - how do I trach theses that were P1/ P2 upon creation and became downgrades after?

I hope I makes sense

[asifnoor]

Understood.

For this basically, you need to write a script.

Sys Audit table stores the old and new values. you can query the incident table and sys audit and can try to get this data. here is the script which you can try at your end.

var gr = new GlideRecord("incident");
//first get all current p3,p4 and p5 incidents from incident table.
gr.addQuery("priority","IN","3,4,5"); 
gr.query();
while(gr.next()) {
  var gr1=new GlideRecord("sys_audit");
  gr1.addQuery("tablename","incident"); //filter by incident.
  gr1.addQuery("documentkey",gr.sys_id); 
  gr1.addQuery("fieldname","priority");
  gr1.addQuery("oldvalue","IN","1,2"); //check if the odl value of incident is p1 or p2.
  gr1.orderBy("created"); //sort by created date
  gr1.setLimit(1);
  gr1.query();
  if(gr1.next()) {
    gs.print("Incident number is "+gr.number+"--"+gr.priority);
  }
}

Mark the comment as a correct answer and also helpful if this helps.

[Nomava Ntaka]

Thank you so much, will try the script and let you know