Trigger an Email when multiple incidents are created within a short period of time.

[Tfnhodgi]

Trigger an Email when multiple incidents are created within a short period of time.

Example multiple incidents created within 30 mins with the keyword in the short description "network"

I am guessing there are multiple ways to handle it just trying to see what people think is best.

[Dr Atul G- LNG]

Hi @Tfnhodgi 

If you clear requirements only then we can help you.  What do you want to achieve exactly? 

If I say from my experience, SN can do alot and alot, but that is only possible, if have a clear set of requirement or ask.

[Tfnhodgi]

My requirement. 5 incidents created with the same keyword explaining the incident in the short description. within the last 30 mins to email a group of people. This is because the defined triggers for a major incident do not work for how our business runs. We would want this as our first step to define a major incident. We use the major incident plugin, but we want this to help automate a major incident since our help desk does not notice multiple calls unless they are the one who received multiple calls.

[Dr Atul G- LNG]

Hi @Tfnhodgi 

Thanks for more details now. 

1. By just on the basis of keywords in last 30 mins, doesn't mean it is a Major incident.

2. First, we need to define the process of MI and definition of MI , steps to detect the MI, criteria  which say , Yes it is MI.

3. SN will powerful here, this detection is not possible standalone which means, it is collaboration of AI + PI +ML all together.

4. We can use these techs which are help us to get a pattern and then with that pattern you can log an incident as MI. 

[Tfnhodgi]

This is just our own first step in identifying the MI nothing more nothing less. Triggers an email for a few people to take a closer look at the tickets. But from the sounds of it you are saying what I am trying to do is not possible. I assumed we could write a business rule or email trigger or something. 

Thanks for your time.

[Dr Atul G- LNG]

That's good.

Please accept the answers as a solution and close the thread.