Autocreate Incident and Incident task from Case.

[sreeshsurendran]

Hi all,

My requirement is to create Incident and Incident Task for the below mentioned conditions from the case. So, the case table has a hidden field called 'Issue Type'.

1. If Issue Type is Network --> Create Incident and map the fields.
2. If Issue Type is Openreach --> Create Incident and Incident task and map the fields.

I tried this via BR but not able to the script logic correctly. Any help would be greatly appreciated.

Best Regards,

Sreesh Surendran

[Sohail Khilji]

Hi @sreeshsurendran you will need to create a business rule for this, please share the script which you have attempted so far...

(function executeRule(current, previous /*null when async*/) {

    if (current.issue_type == 'Network') {
        var incidentGR = new GlideRecord('incident');
        incidentGR.initialize()
        incidentGR.short_description = current.short_description;
        // Set other fields...
        var incidentSysId = incidentGR.insert(); 
    }  else if (current.issue_type == 'Openreach') {
        var incidentGR = new GlideRecord('incident');
        incidentGR.initialize(); 
        incidentGR.short_description = current.short_description; 
        // Set other fields...
        var incidentSysId = incidentGR.insert(); 
        var incidentTaskGR = new GlideRecord('incident_task');
        incidentTaskGR.initialize(); 
        incidentTaskGR.short_description = current.short_description;
        var incidentTaskSysId = incidentTaskGR.insert(); 
    }
})(current, previous);

[sreeshsurendran]

Hi @Sohail Khilji ,

I've used a before BR on Insert and Update. Please find below the script I've attempted.

(function executeRule(current, previous /*null when async*/) {
	// Add your code here
	if(!current.isActionAborted())
	{
		var incGr = new GlideRecord("incident");
		var CalledFromBR = true;
		if (current.incident.nil())
		{
			var CrInc = new CSMIncidentIntegrations_BT().copyFieldsFromCaseToIncident(incGr,current,CalledFromBR);
			var incSysId = incGr.insert();
			current.incident = incSysId;
		}
	}
	if(current.u_issue_type == 'Openreach')
	{
		var inc = new GlideRecord('incident_task');
		inc.initialize();
		inc.short_description = current.short_description;
		inc.assignment_group = current.assignment_group;
		inc.incident = incGr.sys_id;
	}
}
)(current, previous);