Creating Problem from an Incident

[Steven Chaparro]

Hello All,

Im trying to complete the ITSM (Madrid) Simulator but now I am not sure if the simulator has some issues or I don't know what are the best practices.
One of the task is creating a Problem from an Incident. The instructions are the following:

We want to be able to create a new problem from an incident with all necessary information.
1. Following fields should be copied from an incident when a new problem is created from an incident.
- Configuration item
- Priority
- Assignment group
- Short Description
- Description

2. Impersonate itil.<your first name> and click to create a new problem from an incident. Following fields should be copied from an incident:
- Configuration item
- Priority
- Assignment group
- Short Description
- Description

A quick search in the servicenow documentation I found this: Create a problem | ServiceNow Docs
With the following note in the procedure to create a problem from an incident:
Note: Use the property List of attributes (comma-separated) that will be copied from the incident to create a new problem (com.snc.problem.create_from_incident.attributes) to specify fields on the Incident form. The values of these fields are copied to the respective fields on the Problem form.

A screenshot where I added the fields required...

So I did that, and still the task failed, with the following recommendation:
"Please validate fields are copied from Incident to Problem using best practices."

What I am missing here?

[Steven Chaparro]

I added the field inside of the property, I didn’t hard-coded the UI script, but the task is still failing.

[Harsh Vardhan]

just for testing can you open the background script and copy the one incident sysid , here you will test if that script include is working or not. 

Background script 

var current = new GlideRecord('incident');

current.get('Mention the sys_id of that incident here');

new IncidentUtils().getProblemFromIncident(current);

Now Run it and see if it is creating a problem with those field value or not. 

[Steven Chaparro]

Ok will do, but I will like to add that in the instance it is creating a problem with all the fields without any issue, is the simulator task that is not being validated. 

here is the UI action on my instance, and I added the field that needed to be copied but still the task failed.

I will let you know the result from the background script but I expect the script include to be working with no issue.

[Steven Chaparro]

Interesting, the background script didn’t worked, but the UI action is working. here’s a screenshot with all the fields being copied from the incident:

[Harsh Vardhan]

my bad, i missed insert() in the script. 

var current = new GlideRecord('incident');

current.get('Mention the sys_id of that incident here');

var ab = new IncidentUtils().getProblemFromIncident(current);

ab.insert();

anyway, is it working now? if your query has resolve, kindly mark the answer correct and close thread.