How to update an incident without creating duplicate incident, import set is completed with errors

[Dhanu1]

Hi Team,

We have an SFTP integration with ServiceNow through schedule jobs (import sets)
once the import set state is completed with errors it will create an incident and the make import log message as short description - we are able to create incident by using Business rule and script Include.
But my client requirement is because of this lot of incidents are created in ServiceNow, they raise a request per instead creating incidents ,update the incidents from 2nd incident onwards for the same day
For the next day first error state create an incident and then from the second incident onwards it needs to update .

Kindly help me on the above issue

Thank you in advance

[ChrisBurks]

If the import set is set up to use transform maps one way of doing this is having a unique identifier(s) for the first day error record. With the unique identifier(s) set it or them if multiple identifiers as the coalesce value(s). This way the transform will update the one record instead of creating a new.

Some examples of finding or creating unique identifiers:

1. Coalesce on short description and created date being of the same day.

2. Create a new subcategory under the software category and coalesce on the category ,sub category and created date

3. Create some sort of daily unique id on creation of the incident and place that id in the out-of-box field "correlation_id". Use that as the coalesce value

I'm sure there are other ways of coming up with something unique about the incident to coalesce on for the day but these are the first that popup in my head.

[Dhanu1]

Hi Chris,
 Thanks for your response
For incident creation when the state of the import set run is complete with Errors we wrote an after business rule with the following script include

var ImportIncidentUtils = Class.create();

ImportIncidentUtils.prototype = {

    initialize: function() {

        // Constructor method

    },

    createImportErrorIncidents: function() {

        var grRunList = new GlideRecord('sys_import_set_run');

        grRunList.addQuery('state', 'complete_with_errors');

        grRunList.addQuery('incident_created', false); // Check if incident has not been created

        grRunList.query();

        while (grRunList.next()) {

            if (!grRunList.incident_created) { // Check the flag before creating an incident

                var grIncident = new GlideRecord('incident');

                grIncident.initialize();

                grIncident.short_description = 'SFTP download job failure';

                gs.info('Setting caller_id: ' + grIncident.caller_id);

                grIncident.caller_id = '517a78f3973439507af3baf0f053af77';

                // Query the import_log table for log messages associated with the current import set run

                var logMessages = new GlideRecord('import_log');

                logMessages.addQuery('run_id', grRunList.sys_id); // Assuming the field is named "run_id"

                logMessages.orderByDesc('sys_created_on'); // Order by creation date in descending order

                logMessages.setLimit(1); // Limit to the most recent log message

                logMessages.query();

                if (logMessages.next()) {

                    var formattedLogMessage = logMessages.message.toString();

                    grIncident.description = 'Import Log Message:\n' + formattedLogMessage;

                } else {

                    grIncident.description = 'No import log message found.';

                }

                grIncident.assignment_group = '47ac8100c3941d10de817305e401317c';

                grIncident.business_service = '4b767182c3ebcd10e3c12d4ce0013195';

                grIncident.service_offering = '1a9fbee6c3616510eb047305e40131d9';

                grIncident.insert();

                // Set the incident_created flag to true

                grRunList.incident_created = true;

                grRunList.update();

            }

        }

    },

    type: 'ImportIncidentUtils'

};

But  we required for day one incident needs to create and remaining all needs to update in the first incident.
Could you please help me on this

[ChrisBurks]

To understand the requirement correctly:
1. On day one incident , if there is an error after import set runs create an incident

2. If there are other errors then update the day one incident with the new errors

3. On day two if there are errors then create a new incident for that day

4. On day two if there are subsequent errors update the "day two" incident with new errors for that day

5.  follow same pattern for each new day

Or is the requirement

1. Day one incident is created if there are errors after import set completes

2. If there are subsequent errors update day one incident

3. Next day, if there are subsequent errors update Day one incident

4. Future days, keep updating Day one incident with any subsequent errors

[Dhanu1]

Hi Chris,

Normally we have SFTP to ServiceNow integration with 35 scheduled jobs (Daily on different timings)
the below 2 possible ways for import set state is complete with errors
1. if the file is not loaded into the SFTP server
2. there is mismatch with username and password in ServiceNow.

 your first requirement we are looking for 

To understand the requirement correctly:
1. On day one incident , if there is an error after import set runs create an incident

2. If there are other errors then update the day one incident with the new errors

3. On day two if there are errors then create a new incident for that day

4. On day two if there are subsequent errors update the "day two" incident with new errors for that day

5.  follow same pattern for each new day

Thanks for your reply