FSM

[Bh53g]

Hi,

I need some guidance regarding automatically creating a work order from an incident. I understand there is a UI action available to do this, but I would like to know if there is any out-of-the-box logic that I can leverage. 

While searching, I saw references to the script include (sn_fsm.workOrderCreation), but it is not visible in my instance or in our company instance. I want to mention that we have already installed all the related plugins.

Thanks in advance for your help.

[GlideFather]

Hello @Bh53g,

perhaps a silly question, but forgive me asking it... have you installed the CSM as well? FSM is an addition to the CSM and cannot standalone (as long as I'm not wrong).

Can you please confirm this?

Also, here are prerequisite for WO Creation > Create a work order and Create a work order from incident record in the CSM Configurable Workspace 

Tag me back if you want to discuss this in further details

[Bh53g]

@ GlideFather

Thanks for the response. Yes, we also installed the CSM. We have that UI action for creating a work order from an incident.

[GlideFather · Accepted solution]

@Bh53g ok, sorry for bringing that up, just to be sure...

To your question, you want to create a WO from an incident - do you have any specific conditions? When the WO shall be created and when not? I guess you don't want to create a WO from ALL the incidents, would that be category or some other specific values?

That can be achieved via Flow Designer, Business rule, and other methods... depending on your development strategy and conventions as well as your personal preferences

[Bh53g]

You are right, we need to do it with flow designer or business rule with specific condition. Thanks for respond