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]

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:

[Chavan AP]

Hi There please below script in before BR on incident table:

- Configuration item
- Priority
- Assignment group
- Short Description
- Description



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

        var newPRB = new GlideRecord('problem');
   
        newPRB.cmdb_ci = current.cmdb_ci;
        newPRB.location = current.location;
        newPRB.short_description = 'PRB raised' + current.number + ' - Auto Generated';
        newPRB.description = 'PRB raised  ' + current.number + '\nIncident description: ' + current.description;
        newPRB.assignment_group = current.assignment_group; 
        newPRB.insert();

current.problem_id = newPRB.sys_id;

})(current, previous);

Mark it correct answer if this resolves your query!!

Regards

AJay

[Steven Chaparro]

Thank you all for your suggestions, but I am more interested to know what is the best practice. So far only one has stated was is the best practice for the simulator and was the same thing I did, so probably the simulator has an issue and is not recognizing my task to validate. 
Just to clarify, adding the fields to the property is working. I just want to know what is the best practice if what I did is not. Thank you all again!

[Harsh Vardhan]

ootb one is the best practice. follow the property one which you are already following. i would never suggest to make any changes on the OOTB ui action script.