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.
| Field | Value |
|---|---|
| Table | incident |
| When | before |
| Insert | ✅ Yes |
| Update | ✅ Yes |
| Condition | current.caller_id.changes() |
- The
sys_usertable must have a Boolean field namedvip(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.
- Navigate to System Definition → Business Rules in your ServiceNow instance.
- Click New and set the table to
incident. - Set When to
before, and check both Insert and Update. - Add the condition:
current.caller_id.changes() - Under the Advanced tab, paste the script from
auto_escalate_vip_incident.js. - Save and test by creating an incident with a VIP caller.
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.
- To mark a user as VIP, go to their
sys_userrecord and set the VIP field totrue. - This rule fires on every update where
caller_idchanges, 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.