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

Server-Side Components/Business Rules/Auto-Escalate Incident Priority for VIP Callers/README.md

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+# Auto-Escalate Incident Priority for VIP Callers
+
+## Description
+
+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.
+
+## Rule Configuration
+
+| Field       | Value                          |
+|-------------|-------------------------------|
+| Table       | `incident`                    |
+| When        | `before`                      |
+| Insert      | ✅ Yes                         |
+| Update      | ✅ Yes                         |
+| Condition   | `current.caller_id.changes()` |
+
+## Prerequisites
+
+- The `sys_user` table must have a **Boolean** field named `vip` (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.
+
+## Usage
+
+1. Navigate to **System Definition → Business Rules** in your ServiceNow instance.
+2. Click **New** and set the table to `incident`.
+3. Set **When** to `before`, and check both **Insert** and **Update**.
+4. Add the condition: `current.caller_id.changes()`
+5. Under the **Advanced** tab, paste the script from `auto_escalate_vip_incident.js`.
+6. Save and test by creating an incident with a VIP caller.
+
+## Example Output
+
+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.`
+
+## Notes
+
+- To mark a user as VIP, go to their `sys_user` record and set the **VIP** field to `true`.
+- This rule fires on every update where `caller_id` changes, 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.

Server-Side Components/Business Rules/Auto-Escalate Incident Priority for VIP Callers/auto_escalate_vip_incident.js

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+(function executeRule(current, previous /*null when async*/) {
+
+    // Check if the caller is flagged as a VIP user
+    var caller = new GlideRecord('sys_user');
+    if (caller.get(current.caller_id)) {
+        var isVIP = caller.getValue('vip'); // Boolean field on sys_user
+
+        if (isVIP === '1' || isVIP === 'true') {
+            // Escalate priority to '1 - Critical' and urgency to '1 - High'
+            current.setValue('priority', '1');
+            current.setValue('urgency', '1');
+            current.setValue('impact', '1');
+
+            // Log the escalation in the work notes
+            current.work_notes =
+                'Priority automatically escalated to Critical. ' +
+                'Caller ' + caller.getDisplayValue('name') + ' is a VIP user.';
+        }
+    }
+
+})(current, previous);