How best to create recurring tickets for multiple people?

John Lockwood · ‎04-30-2018

I want to setup an automatic recurring i.e. scheduled Incident which is assigned to System Owners and prompts them to do a maintenance task. Once they have completed the task they will be able to mark the incident as solved.

Note: I would not classify this as a recurring change request as the maintenance in question is to merely review who has access to their system.

I can see that I could create a template for an incident and set a schedule for it and this would therefore work for a single System Owner. However if I have say 20+ System Owners - other than duplicating this 20+ times is there a way of say creating one and choosing a group and it then creating individual recurring incidents for each member of the group?

On a related topic, would the System Owners need to be defined as 'fulfiller' level users so they can 'resolve' these tickets.

Brian Lancaster · ‎05-08-2018

Ok below is the updated script. You do not need to so variables for you table. Once you query you have access to all the fields by doing source.u_short_description for example. So you will see in my script below source.filed name. When you see field name just replace it with the filed name in your source table. Hope that makes sense.

var source = new GlideRecord('systemownerstable');
source.query(); // Issue the query to the database to get all records 
while (source.next()) {
//read fields of record
var target = new GlideRecord('incident');
target.initialize();
//set values in new incident
target.short_description = source.field name;
target.category = source.fieldname;
target.caller_id = source.fieldname;
target.assigned_to = sourcerec.fieldname;
target.description = source.fieldname;
// write new incident
target.insert();
}

View solution in original post

John Lockwood · ‎05-10-2018

I have started creating it as a scoped app and it looks like the right approach to segregate it and make its purpose clearer.

However I could only get users to show up for the Assigned_To field if they were ITIL role enabled which means 'fulfillers' and hence using a license. This was even after adding the users to the appropriate Group, the group works fine for the Assignment_Group field.

I expected this would be the case but if you have any thoughts on getting round that let me know.

Brian Lancaster · ‎05-10-2018

Did you extend it to the task table or anything like that? Check the assigned to reference qualifier and make sure it does not have role contains itil. If you did extend this from the task table you may need to use the dictionary override.

John Lockwood · ‎05-11-2018

Yes I did indeed create a table as an extension to the Task table.

If I open my table in my scoped app and click on the Assigned_To field to open it I get the following warning.

This record is in the Global application, but Recurring Tasks is the current application. To edit this record click here.

I can then see there are three existing dictionary overrides listed as follows.


Personalize List	TableSort in descending order	Override reference qualifierSort in ascending order	Override dependentSort in ascending order	Override default valueSort in ascending order	Override attributesSort in ascending order	Override calculationSort in ascending order	Override display valueSort in ascending order
Select record for action	cert_follow_on_task	true	false	false	false	false	false
Select record for action	gsw_task	true	false	false	false	false	false
Select record for action	vtb_task	true	false	false	false	false	false

What should I do next without hopefully breaking anything in the Task table itself?

Brian Lancaster · ‎05-11-2018

You will probably have to create an update set under global so you can add a dictionary override.