VIP Priority

[Ralton Stewart]

Hello All I setup VIP flagging some time ago and it is working as expected, today I have been tasked with changing the priority.

If the caller is VIP then Impact and Urgency should auto-selected to High, so Priority would be critical.

can the community walk me through how to do this please.

[Deepak Shaerma · Accepted solution]

Hi @Ralton Stewart 

In ServiceNow, automatically setting the Impact and Urgency values based on certain conditions such as a caller being a VIP is typically handled through Business Rules or UI Policy based on the requirements of an organization.

Here is a general idea for setting Impact and Urgency to ‘High’ and Priority to ‘Critical’ if the caller is a VIP using a Business Rule:

1. Navigate to System Definition &; Business Rules from the ServiceNow navigation menu.

2. Click on New to create a new business rule.

3. Fill in the fields to define your business rule:

- Name: Enter a descriptive name for the Business Rule.
- Table: Choose the table you are working with, typically it would be the  table Incident [incident] or similar ITSM process table.
- Advanced: Check this box, since we will be writing a script.
- When to run:
- When: Select before.
- Insert: Check this box if you want the rule to run when a new record is created.
- Update: Check this box if you want the rule to run when a record is updated.

(function executeRule(current, previous /*null when async*/ ) {

    var caller = current.caller_id;
    if (caller.vip) {
        // If the caller is a VIP, set Impact and Urgency to High
        current.impact = 1;
        current.urgency = 1;
        current.updatePriority();
    }

})(current, previous);

Try to save the incident form and Priority is set to Critical for VIP users.

Please mark this helpful and Accepted if this solves your query
Regards

Deepak Sharma

[Deepak Shaerma · Accepted solution]

Hi @Ralton Stewart 

In ServiceNow, automatically setting the Impact and Urgency values based on certain conditions such as a caller being a VIP is typically handled through Business Rules or UI Policy based on the requirements of an organization.

Here is a general idea for setting Impact and Urgency to ‘High’ and Priority to ‘Critical’ if the caller is a VIP using a Business Rule:

1. Navigate to System Definition &; Business Rules from the ServiceNow navigation menu.

2. Click on New to create a new business rule.

3. Fill in the fields to define your business rule:

- Name: Enter a descriptive name for the Business Rule.
- Table: Choose the table you are working with, typically it would be the  table Incident [incident] or similar ITSM process table.
- Advanced: Check this box, since we will be writing a script.
- When to run:
- When: Select before.
- Insert: Check this box if you want the rule to run when a new record is created.
- Update: Check this box if you want the rule to run when a record is updated.

(function executeRule(current, previous /*null when async*/ ) {

    var caller = current.caller_id;
    if (caller.vip) {
        // If the caller is a VIP, set Impact and Urgency to High
        current.impact = 1;
        current.urgency = 1;
        current.updatePriority();
    }

})(current, previous);

Try to save the incident form and Priority is set to Critical for VIP users.

Please mark this helpful and Accepted if this solves your query
Regards

Deepak Sharma

[chetanb · Accepted solution]

Hello @Ralton Stewart ,

Create one before business rule for your requirement with the following script having check advance.

(function executeRule(current, previous /*null when async*/ ) {

var caller = current.caller_id;
if (caller.vip) {
// If the caller is a VIP, set Impact and Urgency to High
current.impact = 1;
current.urgency = 1;
current.updatePriority();
}

})(current, previous);

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Regards,

CB

[James Chun]

Hey @Ralton Stewart,

I think you may be able to achieve this without any coding.

Have a read at this documentation - https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/field-admini...

Cheers