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Add Business Rule: Auto-Escalate Incident Priority for VIP Callers#2674

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Ayushmann13479 wants to merge 2 commits into
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Ayushmann13479:add-vip-escalation-business-rule
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Add Business Rule: Auto-Escalate Incident Priority for VIP Callers#2674
Ayushmann13479 wants to merge 2 commits into
ServiceNowDevProgram:mainfrom
Ayushmann13479:add-vip-escalation-business-rule

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PR Description:

Adds a Before Business Rule on the incident table that automatically
escalates priority, urgency, and impact to 1 - Critical when the
caller is flagged as a VIP user in sys_user. Includes README with
configuration steps and example output.

Pull Request Checklist

Overview

  • Put an x inside of the square brackets to check each item.
  • I have read and understood the CONTRIBUTING.md guidelines
  • My pull request has a descriptive title that accurately reflects the changes and the description has been filled in above.
  • I've included only files relevant to the changes described in the PR title and description
  • I've created a new branch in my forked repository for this contribution

Code Quality

  • My code is relevant to ServiceNow developers
  • My code snippets expand meaningfully on official ServiceNow documentation (if applicable)
  • I've disclosed use of ES2021 features (if applicable)
  • I've tested my code snippets in a ServiceNow environment (where possible)

Repository Structure Compliance

  • I've placed my code snippet(s) in one of the required top-level categories:
    • Core ServiceNow APIs/
    • Server-Side Components/
    • Client-Side Components/
    • Modern Development/
    • Integration/
    • Specialized Areas/
  • I've used appropriate sub-categories within the top-level categories
  • Each code snippet has its own folder with a descriptive name

Documentation

  • I've included a README.md file for each code snippet
  • The README.md includes:
    • Description of the code snippet functionality
    • Usage instructions or examples
    • Any prerequisites or dependencies
    • (Optional) Screenshots or diagrams if helpful

Restrictions

  • My PR does not include XML exports of ServiceNow records
  • My PR does not contain sensitive information (passwords, API keys, tokens)
  • My PR does not include changes that fall outside the described scope

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