Automatically create problem when more than 4 incidents with same CI, category & subcategory values

[SanaPR]

Hi,

We are looking for a solution where system auto creates a problem ticket when there are more than 4 incidents are submitted for the same CI, Category and Subcategory combination , without redundancy.
Can this be achieved? Has anyone found a solution via Business rules or Flow Designer to achieve this? Need the solution run once every 10 days. Any suggestions or inputs please?

Thank you!

[AnubhavRitolia]

Hi @SanaPR 

Try below BR:

 var aggIncident = new GlideAggregate('incident');
    aggIncident.addAggregate('COUNT');
    aggIncident.addQuery('cmdb_ci', current.cmdb_ci);
    aggIncident.addQuery('category', current.category);
    aggIncident.addQuery('subcategory', current.subcategory);
    aggIncident.query();

    while (aggIncident.next()) {
        if (aggIncident.getAggregate('COUNT') >= 4 && !aggIncident.problem_id) {
            var prb = new GlideRecord('problem');
            ............
            var prbID = prb.insert();
			current.problem_id = prbID;
        } else if (aggIncident.getAggregate('COUNT') >= 4 && aggIncident.problem_id) {
            current.problem_id = aggIncident.problem_id;
        } else {
            return;
        }

    }

To create Problem record set values accordingly and try this it should work.

Or can try similar code in Scheduled Job if you want to achieve it using Scheduled Job.

[SanaPR]

Thank you for your response. Appreciate it very much. There seems to be couple of issues with this that I could correct with below code. But is there a way to link these 4 incidents to this newly created problem ticket? Also since it is an Insert/Update BR, it creates a new Problem ticket every time there is an update on one of the Incident records, But I needed it update since the category/subcategory/CI values may change even after incident ticket submission. Is there a way to check if a problem already exists for an Incident while updating the ticket and ignore creation of new problem if there is already one created/related.
Thank you for your reply.


Corrected script for After Insert Update Business Rule:

    if(!current.cmdb_ci || !current.category || !current.subcategory){

        return;

    }

    var aggIncident = new GlideAggregate('incident');

aggIncident.addAggregate('COUNT');

aggIncident.addQuery('active', true);

aggIncident.addQuery('cmdb_ci', current.cmdb_ci);

aggIncident.addQuery('category', current.category);

aggIncident.addQuery('subcategory', current.subcategory);

aggIncident.query();

while (aggIncident.next()) {

    if (aggIncident.getAggregate('COUNT') == 4 && !aggIncident.problem_id) {

        var prb = new GlideRecord('problem');

        prb.short_description = "Creating a Problem as more than 4 Incidents are created with same Configuration item, Category and SubCategory combination " + current.cmdb_ci.getDisplayValue() + "," + current.category.getDisplayValue() + "&" +current.subcategory.getDisplayValue();

        prb.state = '1';

prb.cmdb_ci = current.cmdb_ci;

prb.category = current.category;

prb.subcategory = current.subcategory;

        var prbID = prb.insert();

        current.problem_id = prbID;

    } else if (aggIncident.getAggregate('COUNT') == 4 && aggIncident.problem_id) {

        current.problem_id = aggIncident.problem_id;

    } else {

        return;

    }

}

[AnubhavRitolia]

Hi @SanaPR 

Yes, I just gave you sample where you can update details according to the requirement. To check Problem already exist or not also I added condition.

Do mark my answer as Correct if this helped you to resolved the issue.

[kunaltarudk]

sir, if my problem is close and then i got same CI issue so what should i do in that situation?