Create trigger rules for major incidents

Create trigger rules to define conditions under which a trigger action is executed. You can create major incident trigger rules to define conditions under which an incident is automatically considered as a major incident candidate.

Before you begin

Role required: incident_manager or admin

About this task

Major incident trigger rules are evaluated asynchronously each time an incident is created or updated provided the rules matches the following conditions:
  • Incident record does not have parent incident populated i.e. the current incident is not a child incident.
  • Major incident is not in the Proposed or Accepted state.
  • Incident is active.
Note: The base system major incident trigger rules are disabled by default.

Procedure

  1. Navigate to Major Incidents > Administration > Major Incident Trigger Rules.
  2. Click New.
  3. Complete the required details in the form.
    Field Description
    Name Name of the trigger rule.
    Execution Order The rule with lowest execution order is triggered first. In the following example, the rule with order = 100 is executed first.
    Example:
    • If business criticality of business service is 1-most critical or 2-somewhat critical, then Order = 100.
    • If the number of child incidents is greater than 20, then Order = 200.
    • For P1 incident, Order = 300.
    Note: If any of the existing trigger rule conditions is met, the incident is considered to be a major incident candidate and verification of the remaining rules are not required. Otherwise, all the rules are verified based on the execution order.
    Active Activates or deactivates a trigger rule when selected or cleared.
    Trigger Conditions Conditions to be evaluated on an incident to verify whether values in the incident satisfy the trigger rule condition.
  4. Define conditions to identify a major incident candidate.
  5. Click Submit.