When Major incident is closed Problem ticket should be created.

[Atchutaram]

Hi Everyone,

                      I have a requirement to create a problem record when major incident is Resolved. So i wrote a after business rule with condition incident state is resolved and Priority is 1. Here is the script i wrote. This is working for all incidents. This should only work for Major Incidents. How can i change this?

 var shortdes = current.short_description;

    var assignment = current.assignment_group;

    var prob = new GlideRecord('problem');

    prob.short_description = shortdes;

    prob.assignment_group = assignment;

    prob.insert();

    gs.addInfoMessage(prob.number+"Problem ticket has been created through Incident Record");

Thanks in advance.

[Abhijeet_Pawar]

Hello @Atchutaram ,

To ensure that the problem record creation only happens for major incidents, you need to include a condition to check if the incident is a major incident before creating the problem record. You can do this by checking the incident's category or any other field that distinguishes major incidents from regular incidents.

Thanks 

Abhijeet

[Abhijeet_Pawar]

Hello @Atchutaram ,

Refer below screenshot.

I hope this will resolve your issue.

Thanks 

Abhijeet.

[dhanrajb]

Hi @Atchutaram ,

Try this one,

var shortdes = current.short_description;
var assignment = current.assignment_group;
if (current.priority == 1 && current.state == 6 /*You can add the exact condition whatever that says the record is Major Incident.*/) {
    var prob = new GlideRecord('problem');
    prob.short_description = shortdes;
    prob.assignment_group = assignment;
    prob.insert();
    gs.addInfoMessage(prob.number + " Problem ticket has been created through Incident Record");
}

Regards,

Dhanraj.

[Robbie · Accepted solution]

Hi @Atchutaram,

A couple of tweaks for your Business Rule to cater for potential future state changes (If the incident is moved to the 'Resolved' state more than once and checking that a problem record hasn't already been created)

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

Script update:

var shortdes = current.short_description;
    var assignment = current.assignment_group;

    var prob = new GlideRecord('problem');
    prob.short_description = shortdes;
    prob.assignment_group = assignment;
    var newProblemRecord = prob.insert();
    gs.addInfoMessage(prob.number + "Problem ticket has been created through Incident Record");

    //Update relationship between newly created Problem and Major Inc
    var incGR = new GlideRecord('incident');
    incGR.addQuery('sys_id', current.sys_id);
	incGR.query();
    if (incGR.next()) {
        incGR.problem_id = newProblemRecord;
		incGR.update();
    }

Config update to the Business Rule ('When to run tab' - please note the change to 'after'. You can also adjust this filter how you see fit, eg Priority values etc. The conditions need to be met in order to run)