Incident and Problem record creation via Record Producer

[himanibbhat]

Suppose there is a field called "Type" in a record producer. If the Type is selected as "incident", an incident should be created and if the Type is selected as "problem", a problem should be created. Is this possible? If yes, how can we achieve this?

[Chaitanya ILCR · Accepted solution]

Hi @himanibbhat 

Try creating the record producer on the Task table 

And create a variable of chices type with incident and problem choices and map the variable to the sys_class_name(Task type) field

This way based on the type the incident or problem can be created 

Keep choice values as (incident and problem) in the lower case

Regards 

Chaitanya 

[darshan-pra]

you can create script in record producer according to type selected 

if (producer.Type == 'incident') {
var gr= new GlideRecord('incident');
} else if (producer.Type == 'problem') {
var gr= new GlideRecord('problem');
}

gr.inc.initialize();

gr.short_description = producer.short_description;
gr.description = producer.description;
gr.caller_id = gs.getUserID();
gr.insert();

[kaushal_snow]

Hi @himanibbhat , 

Yes it's possible...This can be achieved by adding a script to the Record Producer that checks the value of a specific field (e.g.,  Type) and creates the corresponding record accordingly.

Add this script in your record producer..

if (producer.variables.type == 'incident') {
current.table_name = 'incident';
current.short_description = 'Incident ABC Servicenow';
current.caller_id = current.user_id;
} else if (producer.variables.type == 'problem') {
current.table_name = 'problem';
current.short_description = 'Problem ABC Servicenow';
current.caller_id = current.user_id;
}