create problem automatically from incident if priority is p1
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10-31-2019 07:03 AM
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
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Incident Management

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10-31-2019 07:07 AM
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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10-31-2019 07:07 AM
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;
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Thanks
Ankur
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

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10-31-2019 07:08 AM
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07-05-2024 02:06 AM
Hello @ARNAB3 ,
use after insert update business rule
condition:priority is p1
script: