Schedule Job Script

[SM123]

Hi community,

I want a schedule job script. which automatically proposes a incident to major incident candidate after 30 mins of creation.

incident should match 4 conditions:

incident is priority 1 AND

Service.Business criticality is 1 critical AND

P1 incident lasting more than 30 mins. OR

If incident was created long ago and updated to above 2 condition 30min ago. like updated from p2 to p1 / criticality is 2 to 1

I tried using major incident trigger rule but it's not working so i need schedule job.

https://www.servicenow.com/community/virtual-agent-forum/major-incident-trigger-rule/m-p/2846603#M50... 

(checkout below picture)

Could anyone help.

[Kieran Anson · Accepted solution]

Hi @SM123 ,

MIM Trigger rules only evaluate on update of the record, so you're intended desire of delaying the MIM status trigger wouldn't work by using a trigger rule alone.

Two options come to mind based on your requirement

1. Use an SLA definition that attaches on the following condition, and have a 30 minute duration. SLA definitions can have flows that can evaluate at specific % thresholds, in which at 100% you could update the record to proposed

priority is 1 AND Service.business_criticality IS 1

2. If you don't want an SLA definition, A flow can be triggered with the same condition as above, with an immediate "wait for duration" action before updating the record

Both options are low code, and don't require a scheduled job to poll for possible updates. So the amendment to the incident record would be near instantaneous