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?

[cjhampton]

Thanks Deepak.   I will try this and respond.   Thanks so much for the direction on this.

[Deepak Ingale1 · Accepted solution]

You are welcome.

Kindly mark answer as correct / helpful if it solves your problem

[randrews]

i would think pretty hard about this before i did it...

in our business at least we tend to get multiple priority 1 tickets for each problem... for example if a switch goes down you could have a file server, an email server, and an app-server all do down at the same time.. these should all be on the same problem but should and probably will have their own pri 1 tickets....

while i understand the drive to do this... and automate problems .. the issue is creating a problem should be a deliberate act based on looking at the system by a person familiar with it saying that multiple incidents are related..

[cjhampton]

Hi Doug,

All good points.   This is handled by process in this environment.   Only the Critical Incident Management Team can set the priority of an incident to 1.   Upon doing this their process is to always enter the Problem Management process.

Thanks for the points,

Curtis

[Deepak Ingale1]

Hi Curtis,

Even I agree with Doug, you should not have problem per incident.

This is the case with our existing customer as well and we are trying to convince them on the same.