Update Incident record when the existing alert information gets updates

[Shruti08]

Hi,

I have a requirement where I need to update the existing Incident record such as assignment group, component, description etc. (which is tagged to an alert) with the updated information in alert. 

Whenever the alert's additional information attributes gets updated we need Incident to be updated as well.

Please suggest how to achieve it.

Thanks in Advance

Shruti

[PrasadJoshi]

Your requirement is not clear to me. pls share screenshots if possible.

Can you please elaborate what do you mean by "tagged to an alert" ? what is an alert you are referring ? 

[Shruti08]

The scenario is:

When an event comes to ServiceNow, it will be converted to alert and the alert  into an incident.

Later if there is one more event comes with same message key it will be tagged to same alert which got previously created and the previous incident.

Suppose if the event comes with same message key but with different additional information, then what we need is to get those information updated in the incident created in the beginning.

[Jyoti Jadhav9]

Hi @Shruti08 ,

Create After update BR on the Alert table and add condition "additional information is changes".

In the script, do the glide record of incident table, query the record and set the assignment group, component, description, and update record using 

gr.setWorkflow(false);
gr.update();

Please hit like button if my suggestion has helped you in any way.
Please mark correct if my response has solved your query.

Thanks & Regards

Jyoti Jadhav

[Shruti08]

Thanks for the reply.

Is there any possibility to approach through Flow designer?