check if there is already an existing problem with that incident, if not please create a new problem

[purnendu]

When the state of incident is changed to on hold with reason as Awaiting problem, check if there is already an existing problem with that incident, if not please create a new problem with similar details as incident.

How it can be achieve by using business rule.

Thanks in advance.

[Ankur Bawiskar · Accepted solution]

@purnendu 

Do this. ensure you use correct state values in BR condition

Create a Business Rule:

Table: incident
When to run: before update
Condition: current.state == 3 && current.hold_reason == 3
Script:

(function executeRule(current, previous /*null when async*/) {
    // Check if there is already an existing problem linked to this incident
    if (!current.problem_id) {
        // Create a new Problem record
        var problem = new GlideRecord('problem');
        problem.initialize();
        problem.short_description = current.short_description;
        problem.description = current.description;
        problem.insert();
        // Link the newly created problem to the incident
        current.problem_id = problem.sys_id;
    }
})(current, previous);

This script checks if there is an existing problem linked to the incident. If not, it creates a new problem with similar details and links it to the incident.

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