Hi Mark, Ok....Since this an escalation triggering incidents which match the qualification or criteria...whatever that criteria may be....you will want to perform the following steps (this is a suggested way....there are many ways to accomplish what you want to do):
1. For Incidents which match the criteria perform a set-fields operation from the calling escalation. Set fields to the z1D_Action field (or any other display only field) on the Incident form to a keyword of something like "AUTO_CREATE_PROBLEM". 2. Create a new filter on the "HPD:Help Desk" form which fires on "Modify" with a "Run If" qualification of z1D_Action = "AUTO_CREATE_PROBLEM". Have it fire at a low execution order...say '1'. We want it to fire with a low execution order so that we can bypass the rest of the incident filters later with a "goto execution order" filter action. Also, when it comes to saving the filter use the naming convention with a '! At the end of the name so that we can bypass filter phasing and force the push to the Problem form immediately ( EX: XXX:HPDPBM:AutoCreateProblem'! ) where XXX = Your company prefix : HPDPBM = Integration between Incident and Problem : AutoCreateProblem = general function of the filter : '! = naming standard to bypass filter phasing. Create filter actions below... 3. The first filter action will be a push fields operation to the "PBM:Problem Investigation" form --> Pushing all of the fields your require to be pushed. Also, you will want to push a keyword to the Problem "z1D_Action" display-only field (say "CREATE_HPDPBM_ASSOCIATIONS"). In addition, you will want to push the "Incident Number" value to another display-only field as this will be needed for the creation of the association records. 4. Create a second action --> GoTo --> Execution Order 999 (so that we first push to create the problem record ... and then skip the rest of the incident filters triggered by the escalation on the associated incident) 5. Create a new filter on the "PBM:Problem Investigation" form that fires on "Modify" where the "Run If" qualification is z1D_Action = "CREATE_HPDPBM_ASSOCIATIONS". Have this filter fire late in execution order....say 999 so that ALL Problem filters fire before we push to the association forms (simply to give other problem filters the chance to catch any data related issues and error out if needed) (do not use the '! Naming standard for this filter) ... Create filter actions below 6. Create a filter action to perform a push fields operation to the "HPD:Association" form (using the Incident Number that was pushed to the problem form in step 3). You will need to look at an existing record in the "HPD:Associations" form to get all of the data fields you will need to push....I do not remember them all off the top of my head :)....Push all required fields....making sure that you follow what ID's go where as this is important (IE: Incident ID goes to "Request ID_01 field and where Problem ID goes to Request_ID_02 field) 7. Create a second filter action to perform a push fields operation to the "PBM:Association" form (using the Problem Number on the current form). You will need to look at an existing record in the "PBM:Associations" form to get all of the data fields you will need to push....I do not remember them all off the top of my head :)....Push all required fields....making sure that you follow what ID's go where as this is important (IE: Problem ID goes to "Request ID_01 field and where Incident ID goes to Request_ID_02 field)... 8. Done :) I hope this helps....let me know how it goes. (Hopefully I did not miss a step....I will review this again later but wanted to get it out now) Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, April 26, 2013 1:38 PM To: arslist@ARSLIST.ORG Subject: Re: Auto-create a Problem Investigation ** Hi Ryan, The criteria that fires the workflow really does matter but for the sake of discussion lets use ('Priority' = "Critical") AND ('Status < "Pending") AND 'Submit Date < ($TIMESTAMP - 4 hours) . An escalation looks for incidents that meet this criteria and on a match sets the field 'Create Problem' to Yes. Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem' = Yes), workflow creates the problem investigation. I could do a push field directly to the Problem Investigation but I need to relate it to the Incident that fired the workdflow. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: Friday, April 26, 2013 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Auto-create a Problem Investigation ** Hi Mark, If you could provide a little more information. What criteria needs to be met before the Problem Investigation is auto created? Example: 5 Incidents created within a 24 hour period with the same classifications and pertain to the same issue? Or perhaps an event correlating engine traps a number of similar events that all lead to a failure of a specific network node? The possibilities are endless.... You speak of making an association....would this be to a primary incident that has 1 or more duplicates....or another entity? This type of information would help in determining the best way to approach the auto creation and association of a problem investigation. It can certainly be done. Ultimately, if your criteria is met and you have a parent entity with a unique identifier (assuming this is another arsystem form) the problem investigation can be created along with an association to it. Whether or not this is accomplished using active links or filters depends on your requirement of meeting the criteria and what that entails. Hope this helps, Ryan. From: Action Request System discussion list(ARSList) [0<mailto:arslist@ARSLIST.ORG>] On Behalf Of Brittain, Mark Sent: Friday, April 26, 2013 11:51 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Auto-create a Problem Investigation ** HI All & TFIG, I have a requirement to automatically create a Problem Investigation when a certain criteria is met. Could be executed by filters or active links. Is there a way to do that. Of course it would be ideal if this was something in ITSM that just needed to be turned on rather than constructing new. Probably the hard part is creating the association. Any suggestions greatly appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE4296.396D11E0] ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. 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