Automatic problem ticket creation

lakshmidurga · ‎03-15-2017

Hi Community,

I have no idea where to start building,so I am putting here for your suggestions\

For any P3,P4 and P5 incidents if a checkbox is selected a pop-up should be displayed where it should have series of questions and after filling these questions a problem ticket need to be created.

Please suggest

Thanks and Regards

Lakshmi Vallisetty

brianrichards · ‎03-15-2017

Another approach would be to use quickForm() to pop up a subset of your Problem form. Check out https://www.servicenowguru.com/system-ui/glidedialogwindow-quickforms/

https://www.servicenowguru.com/system-ui/glidedialogwindow-quickforms/

One caution here is that QuickForms do not do any kind of validation (such as Client Scripts or UI policies), so I'd keep the form simply if you go this way.

I used this approach in order to resolve multiple incidents using the instructions here (which leads you down the road of something slightly different than what you're doing, but you can at least see another implementation): http://wiki.servicenow.com/index.php?title=Closing_Multiple_Incidents#gsc.tab=0

- Brian

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robertmaxwell · ‎03-15-2017

Probably easier to create an insert/update business rule when your conditions are met and you can put the required data in the form on Incident

Starting code would be something like:

var gr = new GlideRecord("problem");

gr.initialize();

gr.short_description = "Problem created from Incident " + current.number + ": " + current.short_description;

//add any other fields like the above to fill required fields on the new problem record

gr.insert();

lakshmidurga · ‎03-15-2017

Hi Robert,

Thanks for your reply.

How I pop-up a form with list of questions to be answer by user.

Depending on these I need to create a problem ticket.

Thank you

Lakshmi Vallisetty

robertmaxwell · ‎03-15-2017

You can try using the prompt() method in a client script

lakshmidurga · ‎03-15-2017

Robert,

I have 5 questions need to be answer by user which are free text fields,this data should be copied to the problem ticket.