Automatically generate a problem from priority 1 incident

[cjhampton]

All,

I need to generate a Problem Record when an incident is classified as a priority 1.   I've tried using a client script to call the oob create problem ui action, but I would like this to happen in the background.   Anybody have a script that does this?

[saritha9]

Create a Business Rule After Insert/Update

GlideRecord - ServiceNow Wiki

[Deepak Ingale1]

Hi,

Create After Insert business rule

condition : current.priority   == 1;

var gr = new GlideRecord('problem');

gr.initialize();

gr.short_description = current.short_description;

// you can set other fields also based on above code or can refere to create problem UI action code as well

if(gr.parent.nil())

{

gr.insert();

}

Do it in some demo instance or sandbox and check completely.

[Deepak Ingale1]

You can add modified code as follow

After insert / update business rule

condition :

current.incident_state != 7 && current.problem_id.nil() && current.priority == 1

var prob = new GlideRecord("problem");
prob.short_description = current.short_description;
prob.cmdb_ci = current.cmdb_ci;
prob.priority = current.priority;
prob.company = current.company;
prob.sys_domain = current.sys_domain;
var sysID = prob.insert();

current.problem_id = sysID;
var mySysID = current.update();

gs.addInfoMessage("Problem " + prob.number + " created");
action.setRedirectURL(prob);
action.setReturnURL(current);

[Michael Bachme1]

Thanks for the info!

One minor adjustment that we needed to make was to have the PRB created when:

The incident was Inserted and Updated and the priority was updated and the priority is 1 - critical.

We needed to do this because when we closed the PRB, it would update the associated Inc, which would then spawn another PRB.