major incident trigger rule

SM123 · ‎02-26-2024

Hi all,

what is trigger rule for "P1 incident lasting more than 30 mins"

i tried "Priority is 1-critical AND created relative after 30 mins from now".

but it's not working. could anyone help?

Robbie · ‎02-29-2024

The short answer (based on my testing via a PDI and this statement in the Docs): No

The conditions are only evaluated on creation and update - this means in order for this rule to trigger, an update would have to happen (or when the incident is created) and the conditions to equal true.

For example - if the incident is updated 1 hour after, or several hours after - only when an update has taken place will the rule be evaluated and triggered regardless of the condition of 'created' at or before 30 mins ago.

As mentioned, you can either select the Propose Major Incident on creation, or have this controlled via a scheduled job.

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Thanks, Robbie

View solution in original post

Robbie · ‎03-01-2024

Hi @SM123,

To be absolutely clear, what I see based on testing and reading the docs, the rule(s) will only trigger on creation or on an update (any update at any time)

This means, that if you have an incident that was created over a week ago and was a P2 for example, the moment it gets updated to a P1, as it was created more than 30mins ago and is now a P1 - this would meet your conditions, and therefore upgrade the incident to a Major incident.

Does that make sense? The condition is always checked on creation and any update.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie