Automatic Problem Creation for Request Clustering
Requirement:
Automatically create a problem when there are threshold number of requests created with the same category/subcategory/item within a specified time frame.
Steps to configure:
- Download the attached scripts.
- Goto Admin > Developer Space > Global Function > Copy & Paste the attached GF_4 - Configuration.txt and save it with a name.
- Update the URL and technician key as per your instance.
- For Integration key/Technician key refer this KB link: https://pitstop.manageengine.com/portal/en/kb/articles/creating-integration-key
- Goto Admin > Developer Space > Request Custom Function > Copy & paste addProblemAndAssociateReq.txt and save it with a name.
- Update the global function count according to your instance. In my case it's global_function_4().
- Also, update the timezone and the number of minimum requests required to create a problem. In my case timezone is set as "Asia/Calcutta" and minimum number of requests is set as 10. Both can be modified to suit your preference.
- Configure the created custom function in a trigger to get executed every time a request is created.