automatically creating problem based on incidents

[suri]

Hi,

I am new to service now .I want to create a problem record automatically based on incidents.for example if there are 10 incidents of same type then i need to convert that incident to problem automatically is it possible ? if yes please reply to me.Thanks in advance.

[Brad Tilton]

Hi Suresh,

I think first of all you need to be a little more specific around what circumstances need to result in a problem being created. What do you mean by same type? This thread should also help out a little bit.

Automatically generate a problem from priority 1 incident

[Uncle Rob]

Do you already have a tool that operates on that principle?   If so, do you find that its accurate?

In practice I find these solutions terribly inaccurate because "incidents of the same type" is so difficult to determine problematically.   The few times I've seen something like this implemented successfully, it was more a function of event correlation and management vs Incident.

[garyhood]

You can link incidents to a problem you create.   A couple of notes, the problem has to have been created.   You need to know the incident numbers you want to add to the problem.   See the steps I use below:

* Click on an existing problem.

* Scroll to the bottom of the problem.

* Below "Related Links", you should see Incidents with New and Edit Buttons.

* Click on the "Edit" button.

* Type in the incident number you want to add.

* Repeat the above step until all incidents have been added.

* Click "Save" button.

* Click "Update" button.

There are business rules (learned this yesterday) that define what happens when you resolve a problem to the incidents attached to it.   I would review those also to make sure it meets your needs.   It does not answer the automatic process you want, but it is a work around you can use.   I hope this was helpful.

[keshavgowda]

Hi @suri ,

You can write a BR on incident table and you can use this below code in your BR to create new problem record, under "when to run" set your conditions.

 var pr = new GlideRecord("problem"); 

 pr.query();

 pr.initialize(); // to create new problem record.

    var cat = current.getDisplayValue("category"); // to get category value from incident.

    pr.category = cat; // to set category value on problem rec.

    pr.update();

Regards,

Keshav K