Auto create a problem if Major incident is resolved

[sattar3]

Hello Everybody,

The requirement is when a Major incident is resolved then automatically a Problem ticket.

I created a BR to implement this but it is working sometime and sometimes not working.

Please check the below script and let me know if any changes needed.

I installed the Major Incident Management Plugin also.

One more thing is do i need to use Major Incident Management application scope or Global scope also fine?

BR Script: After Update 

(function executeRule(current, previous /*null when async*/) {

    // Short Description, Problem Manager Assignment Group, and Responsible IT Organization to populate with the corresponding information from the Incident Record.  

    var problemGR = new GlideRecord('problem');

        problemGR.initialize();

        problemGR.short_description = "RCA for Major Incident " + current.number;

        problemGR.description=current.close_notes;

        problemGR.assignment_group=current.assignment_group;

        problemGR.cmdb_ci=current.cmdb_ci;

        problemGR.insert();

        current.setValue('problem_id', problemGR.number);

        gs.addInfoMessage("Problem " + problemGR.number + " created from this Major Incident.");

})(current, previous);

Thanks,

Sattar

[Dr Atul G- LNG]

Hi @sattar3 

It is OOTB available, check this flow:

[AndersBGS]

Hi @sattar3 ,

Why? This is in general not best practice according to ITIL? The reason that I'm stating this is, that a problem record should be open only if an incident is solved by a workaround either without a permanent solution, or where a permanent solution is differed due to other reason.