Creation of Major incident

[Vikhyath]

If there are 10 incidents raised for 1 Configuration item, It should automatically create a major incident.

[AnubhavRitolia]

@Vikhyath 

So you mean when there are 9 incidents for same CI, and as soon as 10th is added, new Major Incident should be created?

Also do you want to make it as parent of these 10?

[Vikhyath]

Yes, Exactly

[Karan Chhabra6 · Accepted solution]

Hi @Vikhyath,

I referred to the solution provided on this thread and I've modified the code to fit into your requirement.

https://www.servicenow.com/community/itsm-forum/to-create-a-major-incident/td-p/512373

Create a after insert/update business rule on the incident table and use this as the BR script:

var majInSys = "nothing";
var gaInc = new GlideAggregate('incident');
 gaInc.addActiveQuery();
 gaInc.addQuery('cmdb_ci', current.cmdb_ci);
 gaInc.addAggregate('COUNT');
 gaInc.orderByDesc('created');
 gaInc.query();
 
 if (gaInc.next()){
 
 var count = gaInc.getAggregate('COUNT');
 if (count == 10){
    var incGR = new GlideRecord("incident");
incGR.initialize();
incGR.major_incident_state = "Accepted";
incGR.short_description = "Major incident is created for 10 tickets with configuration item:" + current.cmdb_ci.getDisplayValue();
incGR.caller_id = ""; // you can use system admins sys_id here, store it in a system property
incGR.field = gaInc.field;    // map other fields

majInSys = incGR.insert();
 }
 }
 if (majInSys != "nothing"){
 var grIncU = new GlideRecord('incident');
 grIncU.addActiveQuery();
 grIncU.addQuery('cmdb_ci',current.cmdb_ci);
 grIncU.query();
 
 while (grIncU.next()){
 
 grIncU.parent = majInSys;
 grIncU.setWorkflow(false);
 grIncU.update();
 }
 }

If my answer has helped with your question, please mark it as correct and helpful

Thanks!

[Vikhyath]

It's working Karan.

Thanks a lot for your help.