Configurable solution

[Karthik88]

When a new Incident is created with Priority P1, the system should check whether there is already an active P1 Incident associated with the same Configuration Item (CI). If such an Incident exists, the new Incident’s priority should be downgraded to P2.

However, this rule should not apply to certain types of Incidents, which are considered exceptions. The solution should be easily maintainable, allowing administrators to update or add new exception scenarios without modifying business logic each time. Suggest possible ways to manage the exception other than using custom table or system property.

[SumanthDosapati · Accepted solution]

You can try using Decision table.

Regards,
Sumanth

[Abhijit4]

@Karthik88 You can have exception condition in decision table. And decision table can be used to validate exceptional condition in BR before executing further logic.

OR you can also plan to use Dynamic filter condition.

[Ankur Bawiskar]

@Karthik88 

I agree with approach shared by @Abhijit4 & @SumanthDosapati to use decision table.

Refer this on how you can get outcome from decision table by passing inputs, you can use this script in any server side

How to use Decision Table from scripts 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Karthik88 

Thank you for marking my response as helpful.

please close the thread by marking appropriate responses as correct so that it benefits future readers.