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Rule-Based Automation for IT Service Management Workflows
Online Journal of Engineering Sciences
| Vol 1, Issue 1
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 |