Auto Create Problem Records for Recurring Incidents (#2053)

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Author: chetnadev

Server-Side Components/Business Rules/Auto Create Problem Records for Recurring Incidents/README.md

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+This "after" business rule automatically creates a Problem record when a particular Configuration Item (CI) has had 5 or more incidents in the last 24 hours, and no open Problem already exists for that CI.
+This helps in proactive problem management, aiming to address recurring issues.
+Here’s the working of the code explained:
+
+ - Check if CI is present in the current Incident (current.cmdb_ci).
+ - Count incidents created in the last 24 hours for the same CI using GlideAggregate.
+
+If 5 or more incidents are found for that CI:
+ - Query the Problem table to check if an open Problem (not closed) already exists for that CI.
+ - If no open Problem exists, create a new Problem record with: The same CI, A predefined short description And set its state to New (1).
+ - Log a message indicating that a Problem has been created.
+This automates Problem creation for frequent incidents on the same CI.

Server-Side Components/Business Rules/Auto Create Problem Records for Recurring Incidents/code.js

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+(function executeRule(current, previous) {
+    if (!current.cmdb_ci)
+        return;
+
+    var ck = new GlideAggregate('incident');
+    ck.addQuery('cmdb_ci', current.cmdb_ci);
+    ck.addQuery('sys_created_on', '>=', gs.daysAgoStart(1));
+    ck.addAggregate('COUNT');
+    ck.query();
+
+    if (ck.next() && ck.getAggregate('COUNT') >= 5) {
+        var problemGR = new GlideRecord('problem');
+        problemGR.addQuery('cmdb_ci', current.cmdb_ci);
+        problemGR.addQuery('state', '<', 8); // Not Closed
+        problemGR.query();
+
+        if (!problemGR.hasNext()) {
+            problemGR.initialize();
+            problemGR.short_description = 'Recurring incidents on ' + current.cmdb_ci.name;
+            problemGR.cmdb_ci = current.cmdb_ci;
+            problemGR.state = 1; // New
+            problemGR.insert();
+            gs.log('Problem created for recurring incidents on CI: ' + current.cmdb_ci.name);
+        }
+    }
+})(current, previous);