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]

I agree as well Deepak.   In this environment, a "Master" ticket is created and only those can be set to priority 1.   Therefore you can have several incidents in the environment related to it, but only the master ticket drives the resolution of the Pri 1.   It is that ticket that will then generate a problem.

I think we are all in agreement, its just that these things are handled mostly by process here.

Thanks,

Curtis

[randrews]

I think what i see a lot is people attempting to use problem to drive the fix.. this is the wrong path and leads to problems not being as useful as they can/should be...

the BEST example IMHO is the itil manual that compares incidents to fire fighters they work during the emergency to fix the problem or minimize the impact...

problems OTOH are like the fire investigators.. they should ONLY be involved AFTER the fire is out and everything is settled.. they come in look at the damage and figure out what CAUSED the issue and how to avoid it in the future...

to many people <My company included> are busy trying to get problems open and started when they SHOULD be concentrating on the incident process and fixing the issue not the problem.

[Michael Bachme1]

That's a great analogy!

[Michael Bachme1]

In that analogy, what is the difference between Problem and Structured Problem Analysis (KT)?

[randrews]

i am a novice with the structured problem analysis.. but if i understand it correctly   Structured Problem Analysis is a methodology for finding the root cause of a problem or incident... so it simply provides guidelines on HOW   to get there and tracking getting there.