How to create a problem automatically when an incident is registered with P1 priority?

[prgupta]

Hi folks,

I have a requirement where i want to register a problem ticket automatically by the system when a P1 incident is created. How can i implement it?

Any suggestions would be greatly appreciated.

Thanks

PG

[Chuck Tomasi]

Let me know if that answers your question. It obviously needs some adjustments for your fields, but the core is there.

[Pradeep Sharma]

Hey Chuck,

I think current.setWorkflow(false); might not be required here in this context. Your thoughts?

[Chuck Tomasi]

Oh, setWorkflow(false) is   DEFINITELY needed in this case - we need to update the current incident after the problem is created. Without it. current.update() will retrigger the other business rules again if the statement is left out.

Some might argue you could build the problem in a BEFORE BR and avoid that issue, but I submit that you might have a problem created before the incident is saved and if there is an issue with the save (eg. some other BEFORE BR does a current.setAbortAction(true), then you have an orphan problem with no incident (or incorrect incident.)

Good check though.

[Chuck Tomasi]

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Thank you

[Gurpreet2]

This is creating a new problem record whenever an P1 incident is updated.