Rule-Based Automation for IT Service Management Workflows
Table 1.
Incident Management Rule Decision Table
|
| Condition: Severity |
Condition: Service Impact |
Condition: Known Error |
Action |
|
|
| P1 |
High |
Yes |
Auto-run workaround; notify owner; create problem link |
|
| P1 |
High |
No |
Page on-call; start major incident; open bridge |
|
| P2 |
Medium |
Yes |
Suggest workaround; route to resolver group; SLA timer |
|
|
|
