Create a problem record when Incident is Resolved and priority is Critical.

[anubhavr]

I have to create a problem record when Incident state is resolved and priority is '1-Critical'. I have tried it using business rule but i am getting an error.

The Error is:- Unique Key violation detected by database (Duplicate entry '778bdfe6db4122005a91d421cf96193c' for key 'PRIMARY')

My business rule scripts is:-

When to run:- State is resolved AND prioirity is 1-critical AND problem_id is empty.

Script :-

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

var prob = new GlideRecord("problem");

prob.short_description = current.short_description;

prob.cmdb_ci = current.cmdb_ci;

prob.priority = current.priority;

//gs.addInfoMessage(prob.work_notes);

//gs.addInfoMessage(answer);

var sysID = prob.insert();

current.problem_id = sysID;

var mySysID = current.update();

gs.addInfoMessage("Problem " + prob.number + " created");

action.setRedirectURL(prob);

action.setReturnURL(current);

})(current, previous);

After testing a problem record is created but still above error is coming. what is this error and how to correct it???

[Chuck Tomasi]

Hi,

Is this happening in an BEFORE business rule or after? I recommend an AFTER since you want to create the problem AFTER the incident has been saved.

My changes are in bold below...

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

var prob = new GlideRecord("problem");

prob.newRecord(); // add this to get new values

prob.short_description = current.short_description;

prob.cmdb_ci = current.cmdb_ci;

prob.priority = current.priority;

//gs.addInfoMessage(prob.work_notes);

//gs.addInfoMessage(answer);

var sysID = prob.insert();

current.problem_id = sysID;

current.setWorkflow(false); // do not trigger business rules again

current.update();

gs.addInfoMessage("Problem " + prob.number + " created");

action.setRedirectURL(prob);

// action.setReturnURL(current);   // two redirects don't make sense. It's like saying go left then go right at the same time!

})(current, previous);

Reference:

Business Rules - ServiceNow Wiki

Business Rules Best Practices - ServiceNow Wiki  

[anubhavr]

Thank Chuck,

I tried your script but still I am getting same error:

Unique Key violation detected by database (Duplicate entry '.......' for key 'PRIMARY')

Invalid insert.

[anubhavr]

Hi Chuck,

Sorry for the trouble. Actually my Business Rule was colliding with the similar kind of another business rule. The issue is resolved. My script is also working.

Thank You,

Anubhav.

[Chuck Tomasi]

I'm glad you got your question answered. Thank you for participating in the community.

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Thank you