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]

Use   while (glide.next()) rather than the if statement.

[pvl]

By adding while instead of if it has gone into infinite loop. I can't understand why glide.u_property is giving value=undefined. I even tried glide.getValue('u_priority'); but that was returning null value to "pri".

[sergiu_panaite]

If you're querying a row that has that field empty (no value set) you will get then undefined. You sure you have a value for all rows for that field?

[guhann]

You can have a custom table to store the matrix for problem priority based on incident priority and in your business rule just query this table with incident's priority to get the relevant priority for problem. This would be easy to maintain as you just need to manipulate the entries in this table with out modifying the script.

[Kalaiarasan Pus · Accepted solution]

You can define an array that will hold the mapping of incident to problem priority mapping.

Ex

var problemPriority = [];

problemPriority[1]=1;

problemPriority[2]=1;

problemPriority[3]=2;

problemPriority[4]=2;

prob.priority = problemPriority[current.priority];

Note : Change the values as per your need.