Reassign an Incident's Service
Availability
This workflow action is available on our Business and Enterprise for Incident Management pricing plans. Please contact our Sales Team to upgrade to an account with this action.
Description
Update which service is marked as impacted on an existing incident. Use this to correct mis-triage or transfer ownership when the wrong service was selected.
- What it does: Replaces the incident’s current impacted service with the one you specify. When an incident is reassigned to another Service, the associated Escalation Policy and responders are also updated.
- What it doesn’t do: It does not change incident priority.
Instructions
- If you have not done so already, please follow our instructions to Create an Incident Workflow.
- When the instructions prompt you to add actions , select this action.
- Enter the following Inputs and then click Save. Continue following instructions to Publish the Workflow. When the action runs, you will see the Outputs listed below.
Inputs
Field References
Fields with the {+} icon accept Field References, which can be useful for referencing incident data or outputs created in prior workflow steps. To add Field References, click {+}, or enter
{{, and select relevant fields. Please see our Field References article for more information.
| Name | Description |
|---|---|
| Incident ID | ID of the incident to be edited |
| Impacted Service | The ID or name of the impacted service |
| User ID | The ID of the user who is assigned to the incident. Note: If multiple users are assigned, the ID of the first user will be used |
Outputs
| Name | Description |
|---|---|
| Result | Value that shows if the action was successful or not. Either "Success" or "Failed." |
| Result Summary | Brief description of what the action did or if it failed |
| Error | Brief description that populates if the action failed |
Tips
- Ensure the incident and service both exist and are accessible in your account.
- If the selected service matches the current impacted service, the action will be treated as a no-op.
- The impacted service can be selected from the dropdown list or by entering its ID directly.
Updated about 5 hours ago