Auto Problem Record Creation from Incident

[Service Now21]

Once the major incident is closed , I want to create Problem Record from there automatically.

How to achieve that ?

[saiiaskumar]

Create After Business Rule on Incident Table

When : After

Update : True

Condition : State changes to completed

var newProblemID;
var gr = new GlideRecord("problem");
gr.initialize();
gr.short_description = current.short_description;
gr.description = current.description;
gr.category = current.category;
gr.subcategory = current.subcategory;
gr.assignment_group = current.assignment_group;
gr.business_service = current.business_service;
gr.cmdb_ci = current.cmdb_ci;
gr.comments = gs.getMessage("This is created after completing of incident - {0}",current.number);
newProblemID = gr.insert();
current.problem_id = newProblemID;
current.comments = gs.getMessage("New Problem - {0} is created for this incident",gr.number);
current.update();
gs.addInfoMessage(gs.getMessage("New Problem - {0} is created for Incident - {1} ",[gr.number,current.number]));

[AbhishekGardade]

Hello Sai,

Your code looks fine. I just wanted to add few points here:

1.Use of current.setWorkflow(false); as you have used current.update() in after business rule.

2. Or we can gliderecord table and can update using gr.update();

3. It it not recommended to use current.update() in After Business Rule.

Thanks,

Abhishek