Before Business Rules in ServiceNow: Scenarios, Scripts, and Best Practices

Real-time Use Cases and Scenarios
 

Scenario 1. Determining Incident Priority

Scenario: You want to automatically prioritize incidents in a ServiceNow instance for IT Service Management (ITSM) based on their impact and urgency.

Use Case

1. Goal: Ensure that incidents with a high impact and a need for an urgent resolution are appropriately prioritized.
2. Implementation: Before Business Rule: Make an entry in the incident table (incident) for the before business rule.
3. Conditions: When the impact or urgency fields are changed, the rule is triggered.
4. Action: Use a script to determine the priority (priority field) based on impact and urgency.
5. Validation: Verify that the determined priority satisfies the specified standards (e.g., Critical, High, Medium, Low).

   Real-time Use Cases and Scenarios
    

   Scenario 1. Determining Incident Priority

   Scenario: You want to automatically prioritize incidents in a ServiceNow instance for IT Service Management (ITSM) based on their impact and urgency.

   Use Case

6. Goal: Ensure that incidents with a high impact and a need for an urgent resolution are appropriately prioritized.
7. Implementation: Before Business Rule: Make an entry in the incident table (incident) for the before business rule.
8. Conditions: When the impact or urgency fields are changed, the rule is triggered.
9. Action: Use a script to determine the priority (priority field) based on impact and urgency.
10. Validation: Verify that the determined priority satisfies the specified standards (e.g., Critical, High, Medium, Low).