to avoid creation of duplicate problem records

[sureshp89882164]

I have a business rule written that whenever a P1/P2 incident is resolved then a problem record will be created automatically. The problem record is being generated correctly, but there are some times where duplicate problem records are being created with different problem numbers.

What condition should I put in my BR to avoid creation of duplicate problem records?

Business Rule is below:

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

    var prob = new GlideRecord("problem");

    prob.first_reported_by_task = current.sys_id;

    prob.short_description = current.short_description;

    prob.description = current.description;

    prob.cmdb_ci = current.cmdb_ci;

    prob.impact = current.impact;

    prob.urgency = current.urgency;

    prob.u_category = current.category;

    prob.business_service = current.business_service;

    if (current.major_incident_state == "accepted" && (current.priority == 1 || current.priority == 2)) {

        prob.major_problem = true;

        prob.assignment_group = gs.getProperty('command.centre.incident.communications');

    }

    else {

        prob.major_problem = false;

        prob.assignment_group = current.assignment_group;

    }

    prob.u_caused_by_change = current.caused_by;

    prob.priority = current.priority;

    prob.company = current.company;

    prob.sys_domain = current.sys_domain;

    prob.insert();

    var sysID = prob.sys_id;

    current.problem_id = sysID;

    current.setWorkflow(false);

    current.update();

    current.setWorkflow(true);

    gs.addInfoMessage("Problem " + prob.number + " has been created.");

})(current, previous);

[Ankur Bawiskar]

@sureshp89882164 

I hope you configured BR with the correct condition such as below and it's after update

State [Changes To] Resolved

is the INC getting resolved multiple times? if yes then it will create multiple Problems

in the business rule script add this to see if already PRB is present for the INC which is getting Resolved

I could see you are using this "first_reported_by_task" field on PRB to store INC, I just used the same to query

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

    var prob = new GlideRecord("problem");
    prob.addQuery('first_reported_by_task', current.sys_id);
    prob.query();
    if (!prob.hasNext()) {
        prob.first_reported_by_task = current.sys_id;
        prob.short_description = current.short_description;
        prob.description = current.description;
        prob.cmdb_ci = current.cmdb_ci;
        prob.impact = current.impact;
        prob.urgency = current.urgency;
        prob.u_category = current.category;
        prob.business_service = current.business_service;
        if (current.major_incident_state == "accepted" && (current.priority == 1 || current.priority == 2)) {
            prob.major_problem = true;
            prob.assignment_group = gs.getProperty('command.centre.incident.communications');
        } else {
            prob.major_problem = false;
            prob.assignment_group = current.assignment_group;
        }
        prob.u_caused_by_change = current.caused_by;
        prob.priority = current.priority;
        prob.company = current.company;
        prob.sys_domain = current.sys_domain;
        prob.insert();
        var sysID = prob.sys_id;

        current.problem_id = sysID;
        current.setWorkflow(false);
        current.update();
        current.setWorkflow(true);
        gs.addInfoMessage("Problem " + prob.number + " has been created.");
    }

})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@sureshp89882164 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Deborah Brown L]

Hi @sureshp89882164 ,

1. Add a condition to check if  current.problem_id is empty or not. If empty only do the following logic.

1. You shouldn't use current.update() in Business Rule. To omit the current.update(), try to use before update BR.

Please mark answer correct/helpful based on impact 

Thanks

Deborah Brown

[Arun_Manoj]

 Hi @sureshp89882164 ,

Please check

• Adding a unique constraint on the combination of first_reported_by_task in the problem table (if business logic allows).

• Making sure the BR has a proper condition, such as:

  current.state == 6 && // Resolved previous.state != 6 && (current.priority == 1 || current.priority == 2) && current.problem_id.nil()