Flowdesigner - Creating PIR Flow that Checks to See if a Problem Record has been Raised

[Damian Mudge]

I have a simple Flow that triggers when a Change has been marked as "Unsuccessful" or "Unsuccessful - Failed and Rolled Back" to initiate the PIR process and update the Change Record accordingly. The PIR has a 5 day (24/5) KPI and this process works well. Summary as follows::

1. Trigger when Change Close Code is one of "Unsuccessful" or "Unsuccessful - Failed and Rolled Back". 

2. Updates the Worknote with a comment confirming PIR is required.

3. Sends an email to the Assigned to, Assignment Group and Assignment Group Manager with details of PIR.

4. Waits 72hrs (24/5). Looks up trigger record to checks to see if the PIR completed is "True", then:

- If "True", the workflow flow ends.

- If "False" updates the "Worknotes" with a comment and sends an email to the Assigned to, Assignment Group and Assignment Group Manager.

5. Waits 24hrs (24/5). Looks up trigger record to checks to see if the PIR completed is "True", then:

- If "True", the workflow flow ends.

- If "False" updates the "Worknotes" with a comment and sends an email to the Assigned to, Assignment Group and Assignment Group Manager.

5. Waits 24hrs (24/5). Looks up trigger record to checks to see if the PIR completed is "True", then:

- If "True", the workflow flow ends.

- If "False" updates the "Worknotes" with a comment and sends an email to the Assigned to, Assignment Group and Assignment Group Manager.

I am trying to enhance this to add a check to see if a "Problem" has been created from this Change and if so add an updated and end the flow.

I need help on how I can configure the query when it looks up the Trigger Record to see if a Problem has been created. I can see the form has "Problems Caused by Change" tab and not looking for anything apart from is this populated.

Any advice would be much appreciated.

[Ankur Bawiskar]

@Damian Mudge 

you can use Lookup record flow action on Problem table and see if the Change Request field on problem is populated with the CHG for which this flow triggered

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Damian Mudge]

Hi Ankur,

I already have a lookup (Step 5) that check the correct record is being returned.

(Step 6) is where I want to check if a Problem has been raised since the workflow was triggered.

Any suggestions?

Kind regards,

Damian

[Dr Atul G- LNG]

Hi @Damian Mudge 

As far as I remember PIR task gets created automatically when change fails, i read it in ITSM training, please check and use that task to track. Else in flow use the Look up records.

[Damian Mudge]

Hi AG, For one reason or another we do not use Change Tasks / Change Tasks for our PIR process.