How to set Problem Priority based on Incident Priority (in Business Rule)

[jas101]

Hello everyone.

We have a business rule that creates a problem record automatically when a major incident record is resolved. Currently the business rule looks something like this:

var prob = new GlideRecord("problem");

prob.u_mi_reference = current.sys_id;

prob.short_description = current.short_description;

prob.description = current.description;

prob.cmdb_ci = current.cmdb_ci;

prob.u_category = current.category;

prob.priority = current.priority;

prob.u_source = 2;

However we are overhauling our Problem priorities so they will now be distinct from Incident priorities. Subsequently please can someone help tell me how I can set the new Problem priority based on the Incident one given that they are no longer matching? E.g. we will want the Problem record priority to be 'P1 - Critical' if the Incident has a priority of 'MI - P1' or 'MI - P2' or if the Incident is priority 'MI - P3' or 'MI - P4' then the Problem priority needs to be 'P2 - High'.

Many thanks in advance for any assistance.

Daniel

[sergiu_panaite]

What about changing this part in your script:

prob.priority = current.priority;

to something like this:

if (current.priority == 1 || current.priority == 2 ){
       prob.priority = 1;
}
else if (current.priority == 3 || current.priority == 4 ){
     prob.priority = 2;
}

Regards,

Sergiu

[pvl]

Hi I also tried setting incident priority based on priority of Application CI in below script-

var glide = new GlideRecord('cmdb_ci_app_server');

glide.addQuery('name','Servicenow');

glide.query();

if(glide.hasNext()){

var pri= glide.u_priority;

if(pri == 'critical'){

  current.impact=1;

  current.urgency=1;

}

else

  current.impact=2;

  current.urgency=2;

}

But "pri" is receiving value "undefined". Please comment on this ASAP.

[sergiu_panaite]

Is field "u_priority" present on table "cmdb_ci_app_server" ?

[pvl]

I have created a new field 'u_priority'   a choice field on cmdb_ci_app_server and given choices-critical, high, medium and low.