create problem automatically from incident if priority is p1

[ARNAB3]

Hi ,

I have  to achieve a requirement if  an incident is p1 then one problem ticket  will be created  automatically and linked to the incident.

Thanks ,

Arnab

[Andrew Barnes -]

Greetings Amab,

 You can solve this with a Flow, Workflow, or Business rule - conditioned on priority changes to 1, and problem field is empty. I myself would use a flow in flow designer. Trigger on Incident with those conditions, and a create problem action, and then update record (incident) action to set the problem field from the prior action.

-Andrew Barnes
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[Ankur Bawiskar]

Hi Arnab,

have a before insert business rule on incident with condition as priority is p1

have below script in the business rule

var gr = new GlideRecord('problem');
gr.initialize();

// map whatever fields you want here from incident to problem

gr.description = current.description;
var sys_id = gr.insert();

current.problem_id = sys_id;

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Elijah Aromola]

Are there more details to this requirement? From my experience there are plenty of cases where a P1 isn't a problem. You can do a before business rule that runs on incident for this: 

Condition:

Script: 

[Pratima Kalamka]

Hello @ARNAB3 ,

use after insert update business rule

condition:priority is p1

script:

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

           // Add your code here

 var shortdescription= current.short_description;

     var assignmentgroup=current.assignment_group;

     var st=current.state;

var gr=new GlideRecord('problem');

 gr.initaialize();

 gr.short_description=shortdescription;

 gr.state=st;

 gr.assignment_group=assignmentgroup;

 gr.insert();

 gr.addInfoMessage(gr.number + 'from create problem');

})(current, previous);

If my answer is helpful please mark it as helpful or correct!!

Pratima.k