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.commailto: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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
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 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.commailto: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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
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.ORGmailto: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.commailto: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_
_ARSlist: Where the Answers Are and have been for 20 years_
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Re: Auto-create a Problem Investigation
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)
[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
Re: Auto-create a Problem Investigation
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.ORGmailto: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.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
[cid:image001.gif@01CE4286.40C81B70]
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_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.gif
