Restrict to create the Problem Record on the same Incident.

[mirza_saquib]

Hello Experts,

I have one Issue like:

Problem Statement: Create a problem record if the Incident Reopen Count is 30.

Question Is: I have created the problem record on incident form but after 4hrs if same event trigger it will create the new Incident and the flow which I created will again create a problem record.It means for same issue we willl get different problem record.

Is there any way which resist the problem creation if alredy there is one and attached the same problem with the Incidents which are created at every four hour .

Thanks 

Mirza

[Ahmmed Ali]

How are you currently creating first problem record? is it flow or BR? can you share script/screenshot of the same?

[Pratiksha]

If you are creating incident/problem on a CI then put a condition saying that their should be no open incident for the ci in last 24 hrs. The condition you can change as per the use case. If it found then update thee activity on incident if not found then create one. 

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[Ramz]

Hi @mirza_saquib ,

If your using flow then before creating a Problem record include a action called look up records and look if already a incident is associated with that problem. So if that look up record count is greater than or equal to 1 you can say the flow to do nothing and when the count is 0 create a problem record.

I am assuming all the incidents which are getting triggered are on the same flow .So Just take the number from the action where you created the problem record and give the number value to the respective field which captures problem number in incident form

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