create problem automatically from incident if priority is p1

ARNAB3
Giga Expert

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

5 REPLIES 5

Andrew Barnes -
ServiceNow Employee
ServiceNow Employee

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
Tera Patron
Tera Patron

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

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Elijah Aromola
Mega Sage

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:find_real_file.png

Script: find_real_file.png

Pratima Kalamka
Kilo Sage

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