question Re: Automatically generate a problem from priority 1 incident in Developer forum

Automatically generate a problem from priority 1 incident

cjhampton — Thu, 11 Jun 2015 15:08:01 GMT

All,

I need to generate a Problem Record when an incident is classified as a priority 1. I've tried using a client script to call the oob create problem ui action, but I would like this to happen in the background. Anybody have a script that does this?

Re: Automatically generate a problem from priority 1 incident

saritha9 — Thu, 11 Jun 2015 15:11:30 GMT

Create a Business Rule After Insert/Update

GlideRecord - ServiceNow Wiki

Re: Automatically generate a problem from priority 1 incident

Deepak Ingale1 — Thu, 11 Jun 2015 15:19:41 GMT

Hi,

Create After Insert business rule

condition : current.priority == 1;

var gr = new GlideRecord('problem');

gr.initialize();

gr.short_description = current.short_description;

// you can set other fields also based on above code or can refere to create problem UI action code as well

if(gr.parent.nil())

{

gr.insert();

}

Do it in some demo instance or sandbox and check completely.

Re: Automatically generate a problem from priority 1 incident

Deepak Ingale1 — Thu, 11 Jun 2015 15:28:27 GMT

You can add modified code as follow

After insert / update business rule

condition :

current.incident_state != 7 && current.problem_id.nil() && current.priority == 1

var prob = new GlideRecord("problem");
prob.short_description = current.short_description;
prob.cmdb_ci = current.cmdb_ci;
prob.priority = current.priority;
prob.company = current.company;
prob.sys_domain = current.sys_domain;
var sysID = prob.insert();

current.problem_id = sysID;
var mySysID = current.update();

gs.addInfoMessage("Problem " + prob.number + " created");
action.setRedirectURL(prob);
action.setReturnURL(current);

Re: Automatically generate a problem from priority 1 incident

cjhampton — Thu, 11 Jun 2015 15:40:55 GMT

First, let me just say thanks to all of you for your responses.

I've executed the business rule and it works great. However, I don't see the linkage between the incident I am generating the problem from. Is there something else I need to do here to build the linkages?

Re: Automatically generate a problem from priority 1 incident

Deepak Ingale1 — Thu, 11 Jun 2015 17:31:08 GMT

Could you please share screenshot where you are expecting to see problem record of incident form.

It should be available incident form.

Re: Automatically generate a problem from priority 1 incident

Pradeep Sharma — Thu, 11 Jun 2015 17:38:28 GMT

Hi Curtis,

OOB there is a UI action "create problem" which creates a problem ticket and relates to the incident. You can have a look on it and modify your code accordingly. Just replace the instance name with yours in the below link.

https://YOURINSTANCENAME.service-now.com/sys_ui_action.do?sys_id=2f43c471c0a8006400a07440e49924c2&sysparm_view=&sysparm_record_target=&sysparm_record_row=1&sysparm_record_list=nameSTARTSWITHcreate+problem%5EORDERBYname&sysparm_record_rows=1

Re: Automatically generate a problem from priority 1 incident

Deepak Ingale1 — Thu, 11 Jun 2015 17:45:09 GMT

I tried the code in demo instance https://demo005.service-now.com/login.do and it worked perfect for me.

Problem record got linked to incident automatically.

Re: Automatically generate a problem from priority 1 incident

cjhampton — Thu, 11 Jun 2015 18:24:21 GMT

Thanks Deepak. I will try this and respond. Thanks so much for the direction on this.

Re: Automatically generate a problem from priority 1 incident

Deepak Ingale1 — Thu, 11 Jun 2015 18:30:47 GMT

You are welcome.

Kindly mark answer as correct / helpful if it solves your problem

Re: Automatically generate a problem from priority 1 incident

randrews — Thu, 11 Jun 2015 21:10:41 GMT

i would think pretty hard about this before i did it...

in our business at least we tend to get multiple priority 1 tickets for each problem... for example if a switch goes down you could have a file server, an email server, and an app-server all do down at the same time.. these should all be on the same problem but should and probably will have their own pri 1 tickets....

while i understand the drive to do this... and automate problems .. the issue is creating a problem should be a deliberate act based on looking at the system by a person familiar with it saying that multiple incidents are related..

Re: Automatically generate a problem from priority 1 incident

cjhampton — Fri, 12 Jun 2015 14:50:07 GMT

Hi Doug,

All good points. This is handled by process in this environment. Only the Critical Incident Management Team can set the priority of an incident to 1. Upon doing this their process is to always enter the Problem Management process.

Thanks for the points,

Curtis

Re: Automatically generate a problem from priority 1 incident

Deepak Ingale1 — Fri, 12 Jun 2015 14:59:19 GMT

Hi Curtis,

Even I agree with Doug, you should not have problem per incident.

This is the case with our existing customer as well and we are trying to convince them on the same.

Re: Automatically generate a problem from priority 1 incident

cjhampton — Fri, 12 Jun 2015 15:01:55 GMT

I agree as well Deepak. In this environment, a "Master" ticket is created and only those can be set to priority 1. Therefore you can have several incidents in the environment related to it, but only the master ticket drives the resolution of the Pri 1. It is that ticket that will then generate a problem.

I think we are all in agreement, its just that these things are handled mostly by process here.

Thanks,

Curtis

Re: Automatically generate a problem from priority 1 incident

Michael Bachme1 — Thu, 05 May 2016 16:03:29 GMT

Thanks for the info!

One minor adjustment that we needed to make was to have the PRB created when:

The incident was Inserted and Updated and the priority was updated and the priority is 1 - critical.

We needed to do this because when we closed the PRB, it would update the associated Inc, which would then spawn another PRB.

Re: Automatically generate a problem from priority 1 incident

randrews — Thu, 05 May 2016 17:44:43 GMT

I think what i see a lot is people attempting to use problem to drive the fix.. this is the wrong path and leads to problems not being as useful as they can/should be...

the BEST example IMHO is the itil manual that compares incidents to fire fighters they work during the emergency to fix the problem or minimize the impact...

problems OTOH are like the fire investigators.. they should ONLY be involved AFTER the fire is out and everything is settled.. they come in look at the damage and figure out what CAUSED the issue and how to avoid it in the future...

to many people <My company included> are busy trying to get problems open and started when they SHOULD be concentrating on the incident process and fixing the issue not the problem.

Re: Automatically generate a problem from priority 1 incident

Michael Bachme1 — Thu, 05 May 2016 17:48:09 GMT

That's a great analogy!

Re: Automatically generate a problem from priority 1 incident

Michael Bachme1 — Tue, 10 May 2016 13:47:50 GMT

In that analogy, what is the difference between Problem and Structured Problem Analysis (KT)?

Re: Automatically generate a problem from priority 1 incident

randrews — Tue, 10 May 2016 14:18:58 GMT

i am a novice with the structured problem analysis.. but if i understand it correctly Structured Problem Analysis is a methodology for finding the root cause of a problem or incident... so it simply provides guidelines on HOW to get there and tracking getting there.

Re: Automatically generate a problem from priority 1 incident

Dedeepya Reddy — Thu, 30 May 2024 08:11:43 GMT

i have the same problem. Unable to see the linkage of the problem in the inicident . Did you find the way to rectify this