Re: Auto-create a Problem Investigation

2013-04-26 Thread Adams, Peter 
I suggest that you take a look at Remedy ITSM Process Designer, which is 
available for version 7.6.04 and later.
You can implement this use case by configuring a corresponding process in ITSM 
Process Designer.
You'd have to check, whether your specific conditions that trigger the process 
can be modeled in the Process Designer configuration.

That avoids implementing this functionality as customization, and it will make 
your life a lot easier once you upgrade.

Peter Adams


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 10:38 AM
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 associationwould this be to a primary incident that 
has 1 or more duplicatesor 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) 
[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
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or copying of this e-mail, or the information contained herein, to anyone other 
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Re: Auto-create a Problem Investigation

2013-04-26 Thread Downing, Ryan 
Hi Mark,

OkSince this an escalation triggering incidents which match the 
qualification or criteria...whatever that criteria may beyou will want to 
perform the following steps (this is a suggested waythere 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 
ordersay 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 
pushI do not remember them all off the top of my head :)Push all 
required fieldsmaking 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 pushI do not remember them all off 
the top of my head :)Push all required fieldsmaking 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 helpslet me know how it goes. (Hopefully I did not miss a 
stepI 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) 
[mai

Re: Auto-create a Problem Investigation

2013-04-26 Thread Brittain, Mark 
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 associationwould this be to a primary incident that 
has 1 or more duplicatesor 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) 
[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@01CE4281.27C57730]



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. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Auto-create a Problem Investigation

2013-04-26 Thread Downing, Ryan 
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 associationwould this be to a primary incident that 
has 1 or more duplicatesor 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) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 11:51 AM
To: 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@01CE427F.05FE1320]



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. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_ARSlist: "Where the Answers Are" and have been for 20 years_

___
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Auto-create a Problem Investigation

2013-04-26 Thread Brittain, Mark 
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
Office: 315-453-2912 x5335
Mobile: 315-882.5360
[cid:image001.gif@01CE426E.6247C6F0]



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. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

___
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