0

Override team shift delays for escalations

Hi Community,

We're looking to migrate from an on-prem 5.0.9 implementation to the on-demand ghost release.

We're using the latest ServiceNOW integration and communication plans, the base configuration of which can be found here>>

https://support.xmatters.com/hc/en-us/articles/213078983-ServiceNow-Geneva-Helsinki?_ga=2.226866004.893987549.1493934057-971742648.1493934057

Our main use cases are for incident alerts and we have a requirement to override any team escalation wait conditions and use pre-defined thresholds based on the Priority level.

This type of customization was done via the IDE in the past.  How would we go about accomplishing this now with the IDE having been sunset?

Regards,

Chance

 

Sample code from our PROCESS initial script

===================================

 

notificationOverrides:
#Get the appropriate Escalation Override based upon Event Severity (Priority) passed from ServiceNow
$severity = $event.severity::substring(0,1)
IF ($severity == "1")
$escalation_override = @event::getProperty("ESCALATION_SEV1", "15")
ELSE-IF ($severity == "2")
$escalation_override = @event::getProperty("ESCALATION_SEV2", "30")
ELSE-IF ($severity == "3")
$escalation_override = @event::getProperty("ESCALATION_SEV3", "60")
ELSE-IF ($severity == "4")
$escalation_override = @event::getProperty("ESCALATION_SEV4", "120")
ELSE
$escalation_override = 240
ENDIF

 

set Escalation Override Parameter

---------------------------------------------------------

IF ( EXISTS ( $escalation_override ) )
$escalation_string = "0," & $escalation_override
@alert::setEscalationOverride( $escalation_string )
ENDIF

0 comments

Please sign in to leave a comment.