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Add Business Rule: Auto-Escalate Incident Priority for VIP Callers #2674

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Original file line number Diff line number Diff line change
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# Auto-Escalate Incident Priority for VIP Callers

## Description

A **Before Business Rule** on the `incident` table that automatically escalates the priority, urgency, and impact of an incident to **1 - Critical** whenever the caller is flagged as a VIP user in ServiceNow.

This prevents high-priority incidents from being logged at incorrect severity levels due to human error during intake.

## Rule Configuration

| Field | Value |
|-------------|-------------------------------|
| Table | `incident` |
| When | `before` |
| Insert | ✅ Yes |
| Update | ✅ Yes |
| Condition | `current.caller_id.changes()` |

## Prerequisites

- The `sys_user` table must have a **Boolean** field named `vip` (this is a default field in most ServiceNow instances).
- The Business Rule runs **before** insert/update so the escalated values are saved on first write — no additional update needed.

## Usage

1. Navigate to **System Definition → Business Rules** in your ServiceNow instance.
2. Click **New** and set the table to `incident`.
3. Set **When** to `before`, and check both **Insert** and **Update**.
4. Add the condition: `current.caller_id.changes()`
5. Under the **Advanced** tab, paste the script from `auto_escalate_vip_incident.js`.
6. Save and test by creating an incident with a VIP caller.

## Example Output

When an incident is submitted for a VIP caller, the following fields are automatically set:

- **Priority:** 1 - Critical
- **Urgency:** 1 - High
- **Impact:** 1 - High
- **Work Notes:** `Priority automatically escalated to Critical. Caller John Doe is a VIP user.`

## Notes

- To mark a user as VIP, go to their `sys_user` record and set the **VIP** field to `true`.
- This rule fires on every update where `caller_id` changes, so reassigning a ticket to a VIP caller mid-lifecycle also triggers the escalation.
- Pair this with a notification rule to alert the on-call team when a Critical incident is auto-created.
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(function executeRule(current, previous /*null when async*/) {

// Check if the caller is flagged as a VIP user
var caller = new GlideRecord('sys_user');
if (caller.get(current.caller_id)) {
var isVIP = caller.getValue('vip'); // Boolean field on sys_user

if (isVIP === '1' || isVIP === 'true') {
// Escalate priority to '1 - Critical' and urgency to '1 - High'
current.setValue('priority', '1');
current.setValue('urgency', '1');
current.setValue('impact', '1');

// Log the escalation in the work notes
current.work_notes =
'Priority automatically escalated to Critical. ' +
'Caller ' + caller.getDisplayValue('name') + ' is a VIP user.';
}
}

})(current, previous);
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