Whenever Priority 1 incident is open then Problem Ticket should be genetrated automatically. How can i achieve this through Business rule.?

[Prabhat4]

Hi guys,

I'm trying to create problem ticket through P1 INC generation. i want to achieve this by using business rule. Please advise how can i achieve this, response in beginning to end is much appreciated.

Thanks

Prabhat

[Deepak Ingale1]

You can write down after update / Insert BR on incident table with condition like

current.priority.changes() && current.priority == 1

Script Part :

var prob = new GlideRecord('problem');

prob.short_description = current.short_description;

var sysID = prob.insert();

current.problem_id = sysID;

You can refer to "Create problem" UI Action on incident table for more information.

<instance_name>/sys_ui_action.do?sys_id=7cc54e94375e0e00c5486ec2b3990ec2&sysparm_view=ess

[saisowmya]

Condition: StatChanges to Resolved and Priority is 1     // At the Time of incident resolution if the incident is a P1 then problem record will be created

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

// Add your code here

if(current.problem_id==''){

var prb=new GlideRecord('problem');

prb.u_ci_category=current.u_ci_category;

prb.u_ci_sub_category=current.u_ci_sub_category;

prb.u_ci_affected_app_infra=current.u_ci_affected_app_infra;

prb.short_description=current.short_description;

prb.description=current.description;

prb.priority=current.priority;

prb.assignment_group=current.assignment_group;

prb.assigned_to=current.assigned_to;

prb.insert();

gs.addInfoMessage('New Problem Record '+prb.number+ ' has been created');

current.problem_id=prb.sys_id;

}

else{

gs.addInfoMessage('A problem '+current.problem_id.number+ ' is already created for this incident');

}

})(current, previous);

[Harsh Vardhan · Accepted solution]

Hi Prabhat,

as deepak.ingale has already suggested with after business rule that will work perfectly.

i am just adding few points here.

if you will create problem from incident then in problem form there is a related list "Incident" when ever some Problem get created from that incident will attached there.

so here you go try with script below. i tested and it's working perfectly.

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

// Add your code here

var CreateProb = new GlideRecord('problem');

CreateProb.short_description = current.short_description;

CreateProb.cmdb_ci = current.cmdb_ci;

CreateProb.impact = current.impact;

CreateProb.urgency = current.urgency;

CreateProb.priority = current.priority;

CreateProb.company = current.company;

var sysID = CreateProb.insert();

current.problem_id = sysID;

current.setWorkflow(false);

var mySysID = current.update();

gs.addInfoMessage("Problem " + CreateProb.number + " created");

})(current, previous);

I used condition in business rule "When to run" tab.

To show the message either you use "Action" tab or gs.addInformMessage() function in script. so i used both of them.

Final Result

Hope it will help you.

[Gaurav Shirsat]

@Harshvardhan Today I refereed this Thread. Tried this scenario in my PDI.

can you please explain me in brief why we have used 

current.setWorkflow(false);

var mySysID = current.update();

here.

Thanks