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);

[Chaitanya ILCR]

Hi @sureshp89882164 ,

if it is a After Update BR use this

if it is a Before Update BR comment the current.setWorkflow(false) and current.update()

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

    var prob = new GlideRecord("problem");
    prob.addEncodedQuery('first_reported_by_task=' + current.getValue('sys_id'));
    prob.query();

    if (!prob.hasNext()) {
        prob.initialize();
        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;

        current.problem_id = prob.insert();

        current.setWorkflow(false); //comment this if the make if it's a before update BR
        current.update(); //comment this if the make if it's a before update BR

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

})(current, previous);